BBB Issues Warnings for Home Security Companies

Thanks, Grayson. Very helpful additional information, and I read your review with interest - along with the many comments I found there. I like your site! You are right about the BBB - they picked up on the name change from APX almost immediately. There was some conjecture that the new name (Vivint) was actually related to the negative reviews and reputation that APX had earned over the years, and not just in the attempt to re-brand as a home automation company.There are other door knocking alarm companies who have even worse reputations than Vivint - but Vivint is the largest, and the highest profile. It will be interesting to see how much longer the business model holds up, since so many jurisdictions are turning against it because complaints. Thanks again.

Thanks, Grayson. Very helpful additional information, and I read your review with interest - along with the many comments I found there. I like your site! You are right about the BBB - they picked up on the name change from APX almost immediately. There was some conjecture that the new name (Vivint) was actually related to the negative reviews and reputation that APX had earned over the years, and not just in the attempt to re-brand as a home automation company.There are other door knocking alarm companies who have even worse reputations than Vivint - but Vivint is the largest, and the highest profile. It will be interesting to see how much longer the business model holds up, since so many jurisdictions are turning against it because complaints. Thanks again.

Norman - thanks for your comment. We don't agree that alarm companies should be so inflexible, but I know from over 20years in this business that most are. The main reason is that their customer cancellation rates, as high as they are already, would be even higher if these other companies were as flexible as FrontPoint is. Sorry you had that experience, but I know it would have been different working with us. We think the best way to get your customers to stay with you is by offering cutting edge technology, world-class service, and affordable pricing. Throw in the fact that you can move a FrontPoint system with you, and you can see why we have the lowest cancellation rate of any alarm company we can find.

Norman - thanks for your comment. We don't agree that alarm companies should be so inflexible, but I know from over 20years in this business that most are. The main reason is that their customer cancellation rates, as high as they are already, would be even higher if these other companies were as flexible as FrontPoint is. Sorry you had that experience, but I know it would have been different working with us. We think the best way to get your customers to stay with you is by offering cutting edge technology, world-class service, and affordable pricing. Throw in the fact that you can move a FrontPoint system with you, and you can see why we have the lowest cancellation rate of any alarm company we can find.

Sorry to hear that you've had a bad experience with any alarm company, since it tarnishes an entire industry. On the one hand, no company is all bad, and a large company (and Vivint is quite large) is bound to encounter some complaints. However, there is just too much bad news about door knocking in in general, and the fact that so many states and local jurisdictions have taken action against these companies simply cannot be ignored. The days of high-pressure sales may be coming to an end: if a consumer is forced to make a decision on the spot, that's not a good thing, in our opinion.

Sorry to hear that you've had a bad experience with any alarm company, since it tarnishes an entire industry. On the one hand, no company is all bad, and a large company (and Vivint is quite large) is bound to encounter some complaints. However, there is just too much bad news about door knocking in in general, and the fact that so many states and local jurisdictions have taken action against these companies simply cannot be ignored. The days of high-pressure sales may be coming to an end: if a consumer is forced to make a decision on the spot, that's not a good thing, in our opinion.

Thanks, CZ, for your comment. It's good to hear from an employee of the competition - and clearly you feel very strongly that Vivint is a reputable company. There are many ways that I can reply to your comment, and I could easily frame a lengthy rebuttal, but here are a few key points to consider: (1) Following your logic, ADT (which is more than eight times your size in the US) should have have eight times the complaints, but they don't - they have roughly 2,500, only about 1,000 more than Vivint. And ADT is not considered a good service provider by the industry. So, I'm afraid the "we're so big" argument does not hold logic. The good news is that you do have a better reputation than some other door knockers. Here is a little more math to chew on. FrontPoint has a total of five complaints over the past 36 months on the BBB site, a ratio of 1:280 compared to Vivint's complaints. And our customer ratio is nowhere neat that disproportionate, which just reinforces the point about ADT. Size is no excuse: the problem is the business model and the company culture that allows the bad behavior to begin with. (2) Your customer attrition says it all, especially when you look at the people who fail to renew at the end of their initial contract term. Sadly, many of them did not really want or need the system, and find they do not use it - not surprising when door knocking is your sales methodology. FrontPoint has the lowest attrition in the alarm industry by a wide margin - for many reasons, including complete transparency and lack of pressure to buy. (3) As for value proposition, Vivint charges $68.99 for a level of service that FrontPoint provides for $49.99, so you are way more expensive there. Plus, your "teaser" basic system may look attractive, but your additional equipment (which most people need to create adequate protection) is overpriced. In other words, you charge more than FrontPoint for a "real" system, and for monthly services. (4) for equipment, we'll take GE Security equipment any day: it's UL listed, has a remarkable track record, and will continue to lead the industry as UTC (the owners of GE Security) continue to invest in R&D. As a global multi-billion dollar company, I like UTC's odds of staying ahead of the competition. Thanks for the opportunity to clear up some issues. I hope that anyone reading this is better prepared when they get that knock on the door. As I have stated before, any company that has to rely on pressure tactics to sell is not doing justice to the public - since more people are willing and able to do the research before making a buying decision. I'm afraid (for your sake) that it's door knocking as a business model that may be in jeopardy. Good luck to you.

Thanks, CZ, for your comment. It's good to hear from an employee of the competition - and clearly you feel very strongly that Vivint is a reputable company. There are many ways that I can reply to your comment, and I could easily frame a lengthy rebuttal, but here are a few key points to consider: (1) Following your logic, ADT (which is more than eight times your size in the US) should have have eight times the complaints, but they don't - they have roughly 2,500, only about 1,000 more than Vivint. And ADT is not considered a good service provider by the industry. So, I'm afraid the "we're so big" argument does not hold logic. The good news is that you do have a better reputation than some other door knockers. Here is a little more math to chew on. FrontPoint has a total of five complaints over the past 36 months on the BBB site, a ratio of 1:280 compared to Vivint's complaints. And our customer ratio is nowhere neat that disproportionate, which just reinforces the point about ADT. Size is no excuse: the problem is the business model and the company culture that allows the bad behavior to begin with. (2) Your customer attrition says it all, especially when you look at the people who fail to renew at the end of their initial contract term. Sadly, many of them did not really want or need the system, and find they do not use it - not surprising when door knocking is your sales methodology. FrontPoint has the lowest attrition in the alarm industry by a wide margin - for many reasons, including complete transparency and lack of pressure to buy. (3) As for value proposition, Vivint charges $68.99 for a level of service that FrontPoint provides for $49.99, so you are way more expensive there. Plus, your "teaser" basic system may look attractive, but your additional equipment (which most people need to create adequate protection) is overpriced. In other words, you charge more than FrontPoint for a "real" system, and for monthly services. (4) for equipment, we'll take GE Security equipment any day: it's UL listed, has a remarkable track record, and will continue to lead the industry as UTC (the owners of GE Security) continue to invest in R&D. As a global multi-billion dollar company, I like UTC's odds of staying ahead of the competition. Thanks for the opportunity to clear up some issues. I hope that anyone reading this is better prepared when they get that knock on the door. As I have stated before, any company that has to rely on pressure tactics to sell is not doing justice to the public - since more people are willing and able to do the research before making a buying decision. I'm afraid (for your sake) that it's door knocking as a business model that may be in jeopardy. Good luck to you.

Amy - my pleasure, and thanks for your great comment. It's remarkable how big some of the door-knocker alarm companies got in a few years, but not surprising that there is a rising tide of resistance against them, based on the number of complaints and governmental actions (lawsuits, fines, etc.) that are more widespread today than ever. A big part of the problem with the door-knocker business model is that it relies so heavily on speed and pressure: you have to buy now, they install it right away, and there's no time to consider options or do the research on the company. Also, many of these "customers" really did not want, need, or understand what they were getting: that helps explain why these companies have such high cancellation rates. The best alarm companies take a consultative approach, and actually want you to shop around. That's our approach: we're very proud of our excellent reviews, and we work hard to earn them. I certainly hope you'll give FrontPoint a chance to earn your business! Thanks again.

Amy - my pleasure, and thanks for your great comment. It's remarkable how big some of the door-knocker alarm companies got in a few years, but not surprising that there is a rising tide of resistance against them, based on the number of complaints and governmental actions (lawsuits, fines, etc.) that are more widespread today than ever. A big part of the problem with the door-knocker business model is that it relies so heavily on speed and pressure: you have to buy now, they install it right away, and there's no time to consider options or do the research on the company. Also, many of these "customers" really did not want, need, or understand what they were getting: that helps explain why these companies have such high cancellation rates. The best alarm companies take a consultative approach, and actually want you to shop around. That's our approach: we're very proud of our excellent reviews, and we work hard to earn them. I certainly hope you'll give FrontPoint a chance to earn your business! Thanks again.

Larry - Very sorry to hear your story. One of the best pieces of advice offered by the BBB, the FTC, and others is to make sure you check out any company before you buy. The door-knockers make it hard to do your homework: they really don't want you to research them, since if they have to come back, the odds of getting the sale go way down. That explains the pressure tactics and the frequent bogus claims: it's certainly not every door-knocker rep, or even company, but it happens enough to cause government fines and penalties (see the BBB site for individual companies' records) and tons of complaints. As for Vivint, a common response I hear from their employees is, "We're so big, of course we have complaints." It should not be that way: size should be an advantage and make good customer relations easier, instead of creating an excuse for poor service. Thanks for your comment, and again - sorry about your experience. I get a lot of "push back" for my posts on the door knockers - and most of it is from the employees of the door-knocking companies, not from their customers. That tells me a lot! Some of the comments I get I literally cannot reprint, sadly - remarkably defensive and laced with profanity.

Larry - Very sorry to hear your story. One of the best pieces of advice offered by the BBB, the FTC, and others is to make sure you check out any company before you buy. The door-knockers make it hard to do your homework: they really don't want you to research them, since if they have to come back, the odds of getting the sale go way down. That explains the pressure tactics and the frequent bogus claims: it's certainly not every door-knocker rep, or even company, but it happens enough to cause government fines and penalties (see the BBB site for individual companies' records) and tons of complaints. As for Vivint, a common response I hear from their employees is, "We're so big, of course we have complaints." It should not be that way: size should be an advantage and make good customer relations easier, instead of creating an excuse for poor service. Thanks for your comment, and again - sorry about your experience. I get a lot of "push back" for my posts on the door knockers - and most of it is from the employees of the door-knocking companies, not from their customers. That tells me a lot! Some of the comments I get I literally cannot reprint, sadly - remarkably defensive and laced with profanity.

James - Very sorry to hear about your negative experience. APX/Vivint is not alone in some of these practices, but they do push the envelope where other companies are more flexible, and more consumer-oriented. That is one reason they have a higher cancellation rate than many of their competitors, and lots of complaints and bad reviews. As for hanging tough on the initial term, many alarm companies (FrontPoint included) lose money on the equipment, and make that back over time - that is where the initial contract term makes sense for the alarm company. Unlike Vivint, we offer a one, two, or three year initial term, and adjust our equipment discounts accordingly. It's more flexible for you that way. As for the renewal, again Vivint is not unique in trying to hold you to your one year renewal, but after the initial term (and once they have made their investment back) it should not be so hard to cancel. Clearly you had to go to extreme lengths, but it sounds as if you prevailed. Well done! By the way, one more great advantage of a FrontPoint system is that you can take it with you. Just take down the sensors, unplug the control unit, and tell us when you leave the old home and have moved into the new home. No charge, not contract extension, just good customer service. Easy set up is one of our most popular features.

James - Very sorry to hear about your negative experience. APX/Vivint is not alone in some of these practices, but they do push the envelope where other companies are more flexible, and more consumer-oriented. That is one reason they have a higher cancellation rate than many of their competitors, and lots of complaints and bad reviews. As for hanging tough on the initial term, many alarm companies (FrontPoint included) lose money on the equipment, and make that back over time - that is where the initial contract term makes sense for the alarm company. Unlike Vivint, we offer a one, two, or three year initial term, and adjust our equipment discounts accordingly. It's more flexible for you that way. As for the renewal, again Vivint is not unique in trying to hold you to your one year renewal, but after the initial term (and once they have made their investment back) it should not be so hard to cancel. Clearly you had to go to extreme lengths, but it sounds as if you prevailed. Well done! By the way, one more great advantage of a FrontPoint system is that you can take it with you. Just take down the sensors, unplug the control unit, and tell us when you leave the old home and have moved into the new home. No charge, not contract extension, just good customer service. Easy set up is one of our most popular features.

Dan - Thanks for your question. B&D is located in California, and ranks high with the BBB (Better Business Bureau). Their web site has very little information - when you click on "About Us" the site says they are working on it! For a company that has been around since 2003, not sure why that would be the case, but perhaps they are focused less on a web presence and more on the door-to-door approach. The fact that they are a Monitronics dealer is a generally a good thing, although I am aware of at least one large Monitronics dealer that was fired by another dealer program, so that alone is not enough of a quality indicator. The best test of the company is company reviews - and they are hard to find from customers. If you are talking to them, make sure there is no pressure in their approach - and shop the competition so you can compare offers.

Dan - Thanks for your question. B&D is located in California, and ranks high with the BBB (Better Business Bureau). Their web site has very little information - when you click on "About Us" the site says they are working on it! For a company that has been around since 2003, not sure why that would be the case, but perhaps they are focused less on a web presence and more on the door-to-door approach. The fact that they are a Monitronics dealer is a generally a good thing, although I am aware of at least one large Monitronics dealer that was fired by another dealer program, so that alone is not enough of a quality indicator. The best test of the company is company reviews - and they are hard to find from customers. If you are talking to them, make sure there is no pressure in their approach - and shop the competition so you can compare offers.

Erik - thanks so much for your detailed comment, and I'm sorry to hear of your unfortunate interactions with APX/Vivint. From the many complaints you can find on-line (at the BBB and elsewhere), you are not alone in your experience. It seems that as most alarm companies get larger, their size becomes more of an obstacle or an excuse than an advantage in meeting their customers' expectations. Brink's was a wonderful exception: they were large, but treated their customers very well. Too bad ADT absorbed them... The sad truth is that many homeowners feel cheated and taken advantage of by alarm companies - and that fact may help explain why only about one in five US homes has a monitored alarm system today. The alarm industry in general does not have a great reputation, and your account gives a great example of why. Happily there are some alarm companies that are committed to doing business the right way, and staying on the right side of customer service as they grow - companies like FrontPoint. We know we are not perfect, but we have worked hard to develop the best on-line reputation of any nationwide alarm company. That takes a lot of work, but it's worth it. Thanks again, and our condolences.

Erik - thanks so much for your detailed comment, and I'm sorry to hear of your unfortunate interactions with APX/Vivint. From the many complaints you can find on-line (at the BBB and elsewhere), you are not alone in your experience. It seems that as most alarm companies get larger, their size becomes more of an obstacle or an excuse than an advantage in meeting their customers' expectations. Brink's was a wonderful exception: they were large, but treated their customers very well. Too bad ADT absorbed them... The sad truth is that many homeowners feel cheated and taken advantage of by alarm companies - and that fact may help explain why only about one in five US homes has a monitored alarm system today. The alarm industry in general does not have a great reputation, and your account gives a great example of why. Happily there are some alarm companies that are committed to doing business the right way, and staying on the right side of customer service as they grow - companies like FrontPoint. We know we are not perfect, but we have worked hard to develop the best on-line reputation of any nationwide alarm company. That takes a lot of work, but it's worth it. Thanks again, and our condolences.

Steve - Thanks for your post. Clearly there are some flaws in the door knocking alarm sales model, as the breadth and scope of the complaints against this company (and others) is way out of proportion to most alarm companies. Part of the problem is that the sales reps are paid very high commissions, and that creates temptation. We also know too much about the culture from previous employees to believe that it's just a few bad apples: let's face it, these companies do not punish overly aggressive sales tactics to a sufficient degree. If they did, there would not be this number of complaints! Thanks again.

If you do your research the bbb is also under investigation.

Steve - Thanks for your post. Clearly there are some flaws in the door knocking alarm sales model, as the breadth and scope of the complaints against this company (and others) is way out of proportion to most alarm companies. Part of the problem is that the sales reps are paid very high commissions, and that creates temptation. We also know too much about the culture from previous employees to believe that it's just a few bad apples: let's face it, these companies do not punish overly aggressive sales tactics to a sufficient degree. If they did, there would not be this number of complaints! Thanks again.

If you do your research the bbb is also under investigation.

Ken - Thanks very much for your thoughtful and detailed comment. Using the information from your informative post, I was able to pinpoint where the problem originated - and that is, a representative from an affiliated company that markets several products and services (including ours), and who is using the method you describe without our permission or authorization. We are extremely clear to all our affiliates and partners that door-to-door is something FrontPoint has steered clear of, since it has spawned so many complaints about the alarm industry - even when there is no direct interaction (as in this situation). I strongly suspect that the person in question "stretched" the rules: even though they may not have been making in-home presentations, door-to-door is still door-to-door, and your community makes it clear that the practice is not allowed. We have dealt with this situation, and we are taking steps to tighten up our procedures for working through affiliated companies: please accept our apologies, and again, thanks for your comment. We worked hard to earn the excellent reputation we have, and we are not about to risk that through a third party company breaking the rules.

Ken - Thanks very much for your thoughtful and detailed comment. Using the information from your informative post, I was able to pinpoint where the problem originated - and that is, a representative from an affiliated company that markets several products and services (including ours), and who is using the method you describe without our permission or authorization. We are extremely clear to all our affiliates and partners that door-to-door is something FrontPoint has steered clear of, since it has spawned so many complaints about the alarm industry - even when there is no direct interaction (as in this situation). I strongly suspect that the person in question "stretched" the rules: even though they may not have been making in-home presentations, door-to-door is still door-to-door, and your community makes it clear that the practice is not allowed. We have dealt with this situation, and we are taking steps to tighten up our procedures for working through affiliated companies: please accept our apologies, and again, thanks for your comment. We worked hard to earn the excellent reputation we have, and we are not about to risk that through a third party company breaking the rules.

Ryan - There are many aspects of your email to which I could take serious exception - but I do want to thank you for your comment. The fact is that the thousands of complaints racked up by the door-knocking alarm companies indicate some real problems. Vivint/APX is just one of these companies - and happens to be the largest, although not the worst. Yes, alarm companies use a subscriber monitoring contract (even FrontPoint does that) - but the real purpose of the contract should be to explain everyone's rights and obligations, and not as a weapon to hold a consumer to a purchase that the consumer perhaps did not need, want, or completely understand. And that is where the problems arise, with pressure sales tactics and outright fraud, especially when these companies are knocking on doors. There is just too much evidence of wrongdoing, as indicated by the long list of government actions (fines, lawsuits, etc.). But again, thanks for your comment.

Ryan - There are many aspects of your email to which I could take serious exception - but I do want to thank you for your comment. The fact is that the thousands of complaints racked up by the door-knocking alarm companies indicate some real problems. Vivint/APX is just one of these companies - and happens to be the largest, although not the worst. Yes, alarm companies use a subscriber monitoring contract (even FrontPoint does that) - but the real purpose of the contract should be to explain everyone's rights and obligations, and not as a weapon to hold a consumer to a purchase that the consumer perhaps did not need, want, or completely understand. And that is where the problems arise, with pressure sales tactics and outright fraud, especially when these companies are knocking on doors. There is just too much evidence of wrongdoing, as indicated by the long list of government actions (fines, lawsuits, etc.). But again, thanks for your comment.

Colin - Thanks for your comment. It is, frankly, rare that someone puts as much thought and effort into constructing a blog comment as you did, and I compliment you. I also compliment you on the professional and completely above-board approach that you describe in presenting your products and services to potential customers. You could work at FrontPoint! But I am afraid you mistake me. If you read through the many blog entries I have posted on door-to-door sales, you will see that I do not say that all and any door-knocking companies are bad, or that all door-knocking salespeople are bad: it's simply a fact (demonstrated by the preponderance of evidence from fines, lawsuits, government actions, and warnings all over the country) that there are increasing numbers of "door knockers" using fraudulent and deceptive sales practices, along with high-pressure sales tactics, to a degree never before seen in this industry. It's bad enough that our industry already has a checkered reputation: the "bad" door-knockers are simply making it worse, when even the FTC feels obliged to step in and issue a blanket warning on door-to-door alarm sales. Frankly, that hurts all of us. The only aspect of the alarm industry that is more or less in the clear is the monitoring component, because most central stations are good - especially if UL listed. But when it comes to marketing, sales, installation, service, and customer support, the alarm industry is not highly regarded. Even billing and collections are areas of significant consumer dissatisfaction. In my opinion, ADT is one of the worst alarm service providers - and just happens to be the largest and the one that most people have heard of. Happily, alarm shoppers are getting smarter, and are examining their options, such as using review sites and other tools to compare and shop competitively. That will help the good companies, and those companies who offer poor service (or do not sufficiently control their sales people) will become increasingly evident and, I hope, suffer. I grew up in the "traditional" alarm business, which is based largely on shoe leather for sales, and have known some of the best security consultants in the business: professional, honest, and qualified. They are still out there, for sure. The problem is that they are not the only ones selling, and that it's getting worse instead of better. I don't think of my blog as a cleverly masked sales tactic. I don't even think of it as a tactic, or being masked at all - it is just one man's informed opinion. That being said, I happen to be relatively well informed on the alarm industry, having been involved for over 20 years (and I respect your thirty years in sales). And I also know that it is possible to do this right: not half right, or mostly right, but 99% right, if you commit to complete transparency and honesty in sales and marketing, and offer advanced technology, world-class service, and affordable prices. As online reviews show, there are alarm companies doing just that, and I believe FrontPoint is one of them. The sad truth is there are not more of them. Thanks again - and I do hope you are somewhat surprised to see this response to your comment.

Colin - Thanks for your comment. It is, frankly, rare that someone puts as much thought and effort into constructing a blog comment as you did, and I compliment you. I also compliment you on the professional and completely above-board approach that you describe in presenting your products and services to potential customers. You could work at FrontPoint! But I am afraid you mistake me. If you read through the many blog entries I have posted on door-to-door sales, you will see that I do not say that all and any door-knocking companies are bad, or that all door-knocking salespeople are bad: it's simply a fact (demonstrated by the preponderance of evidence from fines, lawsuits, government actions, and warnings all over the country) that there are increasing numbers of "door knockers" using fraudulent and deceptive sales practices, along with high-pressure sales tactics, to a degree never before seen in this industry. It's bad enough that our industry already has a checkered reputation: the "bad" door-knockers are simply making it worse, when even the FTC feels obliged to step in and issue a blanket warning on door-to-door alarm sales. Frankly, that hurts all of us. The only aspect of the alarm industry that is more or less in the clear is the monitoring component, because most central stations are good - especially if UL listed. But when it comes to marketing, sales, installation, service, and customer support, the alarm industry is not highly regarded. Even billing and collections are areas of significant consumer dissatisfaction. In my opinion, ADT is one of the worst alarm service providers - and just happens to be the largest and the one that most people have heard of. Happily, alarm shoppers are getting smarter, and are examining their options, such as using review sites and other tools to compare and shop competitively. That will help the good companies, and those companies who offer poor service (or do not sufficiently control their sales people) will become increasingly evident and, I hope, suffer. I grew up in the "traditional" alarm business, which is based largely on shoe leather for sales, and have known some of the best security consultants in the business: professional, honest, and qualified. They are still out there, for sure. The problem is that they are not the only ones selling, and that it's getting worse instead of better. I don't think of my blog as a cleverly masked sales tactic. I don't even think of it as a tactic, or being masked at all - it is just one man's informed opinion. That being said, I happen to be relatively well informed on the alarm industry, having been involved for over 20 years (and I respect your thirty years in sales). And I also know that it is possible to do this right: not half right, or mostly right, but 99% right, if you commit to complete transparency and honesty in sales and marketing, and offer advanced technology, world-class service, and affordable prices. As online reviews show, there are alarm companies doing just that, and I believe FrontPoint is one of them. The sad truth is there are not more of them. Thanks again - and I do hope you are somewhat surprised to see this response to your comment.

Lou - Sorry that you were subjected to the classic door knocker sales tactic. Sounds like a text book version of what these companies say: they are only looking for a couple of homes (particularly attractive homes, of course) for marketing purposes. Hundreds of thousands of people have fallen for this same spiel, so don't feel like you're alone, by any means. And they are persuasive, polite, and most of all, driven. That's why the installer shows up right away. They know that as more time passes after the sale, you have more time to change your mind - or do that important homework. But you DO have three days to change your mind, even if the system has been installed: so, if that is your choice, you may want to act IMMEDIATELY to protect yourself. I cannot tell you to do that - but I can tell you what your rights are.

Lou - Sorry that you were subjected to the classic door knocker sales tactic. Sounds like a text book version of what these companies say: they are only looking for a couple of homes (particularly attractive homes, of course) for marketing purposes. Hundreds of thousands of people have fallen for this same spiel, so don't feel like you're alone, by any means. And they are persuasive, polite, and most of all, driven. That's why the installer shows up right away. They know that as more time passes after the sale, you have more time to change your mind - or do that important homework. But you DO have three days to change your mind, even if the system has been installed: so, if that is your choice, you may want to act IMMEDIATELY to protect yourself. I cannot tell you to do that - but I can tell you what your rights are.

Thanks, Tobias. I hope your experience is a good one. And the good news is that you have a system, which is clearly better than not having one! Not sure why you were not able to find us originally, as we would have liked to help you, and could have saved you some money. For instance, the full service "Ultimate" level of monitoring costs only $49.99 from FrontPoint, including intrusion, fire and environmental, free mobile apps, notifications and remote control, video, and home automation for lights, locks and thermostats. It's the best value in the alarm industry. Vivint charges $68.99 for the same level of service... it won't take long for that to be a much more expensive arrangement. I'm not surprised that the local company was heaping on the fees for the additional services: there are only a few national companies who really "get it" when it comes to offering a comprehensive service level that does it all. Companies like FrontPoint! Good luck to you, and thanks again.

Thanks, Tobias. I hope your experience is a good one. And the good news is that you have a system, which is clearly better than not having one! Not sure why you were not able to find us originally, as we would have liked to help you, and could have saved you some money. For instance, the full service "Ultimate" level of monitoring costs only $49.99 from FrontPoint, including intrusion, fire and environmental, free mobile apps, notifications and remote control, video, and home automation for lights, locks and thermostats. It's the best value in the alarm industry. Vivint charges $68.99 for the same level of service... it won't take long for that to be a much more expensive arrangement. I'm not surprised that the local company was heaping on the fees for the additional services: there are only a few national companies who really "get it" when it comes to offering a comprehensive service level that does it all. Companies like FrontPoint! Good luck to you, and thanks again.

Sept - Wow, thanks for your very detailed response to the blog. I hear these stories more and more, which is not that surprising when one considers how pervasive these door knocking alarm companies have become. But I am sorry that you have had this service nightmare, and I hope you have reported your experience to your local Better Business Bureau office, and to the other folks who could help you (local TV stations, local papers, your State Attorney General, etc.). It happens that several of these companies have had to pay large fines to settle with a number of states for violating licensing laws, committing deceptive and fraudulent business practices, and other issues. It's not every door knocker company, and it's not every person knocking on doors, but clearly there appears to be a culture in their business model that may encourage making the sale at any cost, and then trying to hold an unwilling customer to a contract that may not have been sufficiently explained. What you describe, which sounds like a fast-talking salesperson followed by a major run-around, should not go unreported. And by reporting these issues o consumer protection agencies, you may succeed in getting the relief you want and probably deserve. Thanks again, and good luck.

Sept - Wow, thanks for your very detailed response to the blog. I hear these stories more and more, which is not that surprising when one considers how pervasive these door knocking alarm companies have become. But I am sorry that you have had this service nightmare, and I hope you have reported your experience to your local Better Business Bureau office, and to the other folks who could help you (local TV stations, local papers, your State Attorney General, etc.). It happens that several of these companies have had to pay large fines to settle with a number of states for violating licensing laws, committing deceptive and fraudulent business practices, and other issues. It's not every door knocker company, and it's not every person knocking on doors, but clearly there appears to be a culture in their business model that may encourage making the sale at any cost, and then trying to hold an unwilling customer to a contract that may not have been sufficiently explained. What you describe, which sounds like a fast-talking salesperson followed by a major run-around, should not go unreported. And by reporting these issues o consumer protection agencies, you may succeed in getting the relief you want and probably deserve. Thanks again, and good luck.

Bonita - This is a sad story, and I am sorry to hear it. As I have often repeated, it's not all the door knocker companies who conduct themselves in this manner, and only a very small percentage of the sales reps in the field. The problem, as I see it, is that there is too much money in commissions, and not enough supervision at the managerial level - a bad combination. the result is that you get "rogue" sales people who use very aggressive sales tactics, and in some cases may resort to fraud and deceit. That is why there are so many complaints, lawsuits, and bad reviews - and why there are so many governmental actions taken against door knockers in the forms of fines, injunctions, and prohibitions from operating in some jurisdictions. Many alarm company operators agree: it's not good for our industry, since we are all painted with the same brush.

Bonita - This is a sad story, and I am sorry to hear it. As I have often repeated, it's not all the door knocker companies who conduct themselves in this manner, and only a very small percentage of the sales reps in the field. The problem, as I see it, is that there is too much money in commissions, and not enough supervision at the managerial level - a bad combination. the result is that you get "rogue" sales people who use very aggressive sales tactics, and in some cases may resort to fraud and deceit. That is why there are so many complaints, lawsuits, and bad reviews - and why there are so many governmental actions taken against door knockers in the forms of fines, injunctions, and prohibitions from operating in some jurisdictions. Many alarm company operators agree: it's not good for our industry, since we are all painted with the same brush.

Thanks - glad you like the posts.

Thanks - glad you like the posts.

You are most welcome - and good for you! We need more willing volunteers at the community level.

You are most welcome - and good for you! We need more willing volunteers at the community level.

Scott - Thanks so much for sharing your experience. Nothing is more powerful than real stories from the trenches, and yours is a classic account of a door knocker encounter. It's easy to see why there have been so many complaints, fines, lawsuits, consumer protection cases, and other remedial actions about these companies: Vivint just happens to be the largest of them, although others have even worse records. The standard response from the door knocker companies on these complaints is twofold: (1) it's only a few bad apples that are this aggressive, and (2) this problem has already been recognized and fixed. Sadly these responses simply don't get it done. In the first place, it's not just a few bad apples: it's the culture of these companies to teach aggressive sales tactics. And the irony is that they more aggressive they are, the harder they make it for themselves, because the complaints just keep mounting up. In the second, it's clear that the problem is ongoing, and has not been solved - as your story demonstrates. Stopping these negative behaviors would require a fundamental change to the door knocking business model: not likely, as long as these companies continue to sell so many systems. How long the homeowners keep the services before canceling them is another story... One factor contributing significantly to the situation is the commissions made by these young people (in many cases they are college students): the potential earnings for a summer is so high that it encourages the behaviors. Because the managers get an "override" on the sales of their teams, they are apt to turn a blind or eye, or worse, even encourage aggressive or fraudulent sales tactics. But it's also the culture of the companies: they know that the sale has to be made on that first approach to the homeowner. Once the homeowner has a chance to research the company, read the complaints, compare offers, and really understand what they are signing up for, the odds of the sale go down drastically. That's why these kids hate to come back - they know you'll change your mind, so they push really hard for the sale on that first visit. The alarm industry is not happy with these door knocking companies, for reasons that are becoming increasingly obvious. Not only do the door knockers make the alarm industry look bad with aggressive (and often deceptive) tactics - they also have very high cancellation rates compared to other alarm business models, which hurts the overall perception of monitored home security. Suffice to say if you want to retain alarm customers, they should need, want, and understand what they are signing up for in the first place. When the Better Business Bureau, the Federal Trade Commission, and law enforcement agencies across the US are issuing warnings on these companies and the way they do business, clearly there is a big problem. Thanks again for sharing your experience. Hopefully the word will continue to get out, and more people will just close their doors to these hucksters - as hard as that may be!

Scott - Thanks so much for sharing your experience. Nothing is more powerful than real stories from the trenches, and yours is a classic account of a door knocker encounter. It's easy to see why there have been so many complaints, fines, lawsuits, consumer protection cases, and other remedial actions about these companies: Vivint just happens to be the largest of them, although others have even worse records. The standard response from the door knocker companies on these complaints is twofold: (1) it's only a few bad apples that are this aggressive, and (2) this problem has already been recognized and fixed. Sadly these responses simply don't get it done. In the first place, it's not just a few bad apples: it's the culture of these companies to teach aggressive sales tactics. And the irony is that they more aggressive they are, the harder they make it for themselves, because the complaints just keep mounting up. In the second, it's clear that the problem is ongoing, and has not been solved - as your story demonstrates. Stopping these negative behaviors would require a fundamental change to the door knocking business model: not likely, as long as these companies continue to sell so many systems. How long the homeowners keep the services before canceling them is another story... One factor contributing significantly to the situation is the commissions made by these young people (in many cases they are college students): the potential earnings for a summer is so high that it encourages the behaviors. Because the managers get an "override" on the sales of their teams, they are apt to turn a blind or eye, or worse, even encourage aggressive or fraudulent sales tactics. But it's also the culture of the companies: they know that the sale has to be made on that first approach to the homeowner. Once the homeowner has a chance to research the company, read the complaints, compare offers, and really understand what they are signing up for, the odds of the sale go down drastically. That's why these kids hate to come back - they know you'll change your mind, so they push really hard for the sale on that first visit. The alarm industry is not happy with these door knocking companies, for reasons that are becoming increasingly obvious. Not only do the door knockers make the alarm industry look bad with aggressive (and often deceptive) tactics - they also have very high cancellation rates compared to other alarm business models, which hurts the overall perception of monitored home security. Suffice to say if you want to retain alarm customers, they should need, want, and understand what they are signing up for in the first place. When the Better Business Bureau, the Federal Trade Commission, and law enforcement agencies across the US are issuing warnings on these companies and the way they do business, clearly there is a big problem. Thanks again for sharing your experience. Hopefully the word will continue to get out, and more people will just close their doors to these hucksters - as hard as that may be!

This is just one more scary story about the lengths some of these door knocker sales reps will go to to make a sale. As I have said in other posts, it is giving the alarm industry a bad name: that's why many alarm companies are working hard to raise awareness of these tactics, which are at best deceptive, and at worst downright fraudulent. I wish more people checked for complaints before signing up, but the door knocker script applies constant pressure and does not allow the unsuspecting homeowner a chance to do their homework. Good for you!

This is just one more scary story about the lengths some of these door knocker sales reps will go to to make a sale. As I have said in other posts, it is giving the alarm industry a bad name: that's why many alarm companies are working hard to raise awareness of these tactics, which are at best deceptive, and at worst downright fraudulent. I wish more people checked for complaints before signing up, but the door knocker script applies constant pressure and does not allow the unsuspecting homeowner a chance to do their homework. Good for you!

Thanks, and wow - what a classic example from the trenches that spells out exactly how these folks operate. It's hard to read your comment without certain words jumping out, like "very aggressive," "ambushed," "persistent," and "overwhelming" that are common themes in these door knocker interactions. The reality is that these folks push very hard, and have to make the sale on the first call: that pressure is a major factor in their high cancellation rates. Alarm customers deserve to need, want, and understand what they are buying, as opposed to giving in to signing a contract just because someone is in your face. I also noticed the total monthly fee of $68.99, which is high: we have three levels of service: $34.99, $42.99, and $49.99. Our highest level is the exact same suite of Alarm.com interactive services as Vivint, but we sell it for $49.99, or $19 less a month. Over the course of three years, that's almost $700 - real money, in my book! Do your homework, and exercise your rights as a consumer, if that is your choice. You are great to provide this first-hand experience, and I'm sure others will learn from it. Thanks again.

I totally agree as I am a rieertd law enforcement officer with 22+ years. I would like to add however that in our business, or from a homeowners stand, prevention is the key along with detection and response.I wish Vivint would understand the need for a better visual sign (orange is fine, but outline the white letters in black) and bigger window stickers. A good visual window sticker measures 6 x4 , not the 3 x1 that has been shipped to my house twice.If the burglar sees a security sign on the windows and on a yard sign, they will go to the next house that doesn't have any visual signs of security. If the burglar can't see the window sticker, or can't read the yard sign, sure enough he or she will break in.

Thanks, and wow - what a classic example from the trenches that spells out exactly how these folks operate. It's hard to read your comment without certain words jumping out, like "very aggressive," "ambushed," "persistent," and "overwhelming" that are common themes in these door knocker interactions. The reality is that these folks push very hard, and have to make the sale on the first call: that pressure is a major factor in their high cancellation rates. Alarm customers deserve to need, want, and understand what they are buying, as opposed to giving in to signing a contract just because someone is in your face. I also noticed the total monthly fee of $68.99, which is high: we have three levels of service: $34.99, $42.99, and $49.99. Our highest level is the exact same suite of Alarm.com interactive services as Vivint, but we sell it for $49.99, or $19 less a month. Over the course of three years, that's almost $700 - real money, in my book! Do your homework, and exercise your rights as a consumer, if that is your choice. You are great to provide this first-hand experience, and I'm sure others will learn from it. Thanks again.

I totally agree as I am a rieertd law enforcement officer with 22+ years. I would like to add however that in our business, or from a homeowners stand, prevention is the key along with detection and response.I wish Vivint would understand the need for a better visual sign (orange is fine, but outline the white letters in black) and bigger window stickers. A good visual window sticker measures 6 x4 , not the 3 x1 that has been shipped to my house twice.If the burglar sees a security sign on the windows and on a yard sign, they will go to the next house that doesn't have any visual signs of security. If the burglar can't see the window sticker, or can't read the yard sign, sure enough he or she will break in.

Patrick - Thanks for you comment, and I totally agree that most people should be able to fend off your average pushy salesperson at the door. Sadly, many people are not able to do so, and find themselves saddled with a service (and an obligation) that they really did not need, want, or understand. To make matters worse, the situation is deteriorating even further in the world of door knocker alarm sales. The latest trend is for the pushy salespeople to approach the homes that have competitor's yard signs displayed, and claim to be from the company currently serving the homeowner. Then they try to get a new contract signed with their own alarm company - in effect stealing the account, so that the customer ends up being billed by both companies. It's called poaching, and we're hearing reports from around the US of this happening more than ever. I guess some of the door knockers figure it's easier to steal an account than to create a new one. Check this video of a news report on poaching - and this just happened: http://www.ksdk.com/news/local/story.aspx?storyid=321011

Patrick - Thanks for you comment, and I totally agree that most people should be able to fend off your average pushy salesperson at the door. Sadly, many people are not able to do so, and find themselves saddled with a service (and an obligation) that they really did not need, want, or understand. To make matters worse, the situation is deteriorating even further in the world of door knocker alarm sales. The latest trend is for the pushy salespeople to approach the homes that have competitor's yard signs displayed, and claim to be from the company currently serving the homeowner. Then they try to get a new contract signed with their own alarm company - in effect stealing the account, so that the customer ends up being billed by both companies. It's called poaching, and we're hearing reports from around the US of this happening more than ever. I guess some of the door knockers figure it's easier to steal an account than to create a new one. Check this video of a news report on poaching - and this just happened: http://www.ksdk.com/news/local/story.aspx?storyid=321011

Thanks, David. It just happens we completely overhauled our web site and released the new version only last week - so the timing of your comment is spot on, and much appreciated. We have also gone way out of our way to be even more informative, transparent, and helpful: with videos, clear explanations, and the ability to design and even purchase a complete FrontPoint system on your own, if you so choose. But of course we still have our large (and always growing) staff of Security Consultants and Support personnel to help you with any questions. Thanks again!

Thanks, David. It just happens we completely overhauled our web site and released the new version only last week - so the timing of your comment is spot on, and much appreciated. We have also gone way out of our way to be even more informative, transparent, and helpful: with videos, clear explanations, and the ability to design and even purchase a complete FrontPoint system on your own, if you so choose. But of course we still have our large (and always growing) staff of Security Consultants and Support personnel to help you with any questions. Thanks again!

Thanks, Tina. I've seen the interviews and read the same reports on the BBB, and share some of your concerns. But it's also true that lots of companies who are accredited by the BBB do not have the highest BBB ratings, while you can find a ton of companies with A or A+ ratings from BBB who are not members. So it's not as simple as it may seem... As I have said in my posts, it's not really the rating that I look at, but the number and the nature of the complaints, and whether they are resolved, that helps me form an opinion about a service provider. For instance, you can look at a company like ADT (B+ rating) and it's 3,707 BBB complaints, and compare that to Vivint (C- rating). Vivint is the door knocking alarm company much in the news of late. ADT has 6,000,000 customers, so 3,707 complaints is a lot, but perhaps not that terrible. Vivint on the other hand only has about 600,000 customers, but has 1,397 complaints. In other words, with only one tenth of the customers of ADT, Vivint has almost half the number of complaints. Clearly something is happening there - and it's not good. And the companies' respective BBB ratings just happen to be a good indicator of that. By the way, FrontPoint has an A- rating, with only 10 complaints over the same three years.

Thanks, Tina. I've seen the interviews and read the same reports on the BBB, and share some of your concerns. But it's also true that lots of companies who are accredited by the BBB do not have the highest BBB ratings, while you can find a ton of companies with A or A+ ratings from BBB who are not members. So it's not as simple as it may seem... As I have said in my posts, it's not really the rating that I look at, but the number and the nature of the complaints, and whether they are resolved, that helps me form an opinion about a service provider. For instance, you can look at a company like ADT (B+ rating) and it's 3,707 BBB complaints, and compare that to Vivint (C- rating). Vivint is the door knocking alarm company much in the news of late. ADT has 6,000,000 customers, so 3,707 complaints is a lot, but perhaps not that terrible. Vivint on the other hand only has about 600,000 customers, but has 1,397 complaints. In other words, with only one tenth of the customers of ADT, Vivint has almost half the number of complaints. Clearly something is happening there - and it's not good. And the companies' respective BBB ratings just happen to be a good indicator of that. By the way, FrontPoint has an A- rating, with only 10 complaints over the same three years.

Thanks, Skeeet. It's great to get more input from the trenches of the door knockers wars - and to many in the alarm industry, it has become a war over customers. Fraudulent and deceptive practices are bad enough, but when these folks start pretending to be from your existing alarm company (and that is what's happening now), then it gets pretty rough. Unfortunately the customer is stuck in the middle - and sometimes ends up with two alarm bills. Glad you were smart enough to chose another direction. Local is good, by the way, but just make sure you are getting cellular monitoring and access to the interactive services that make these systems so useful and user-friendly. Many of the local companies have been slow to adopt the latest technologies, like smart wireless video, remote arm/disarm, free mobile apps, text and email event notification, and even remote control of lights, locks, and thermostats. There are some local companies who make it a point of staying current on these offerings, but it's not the norm for the the smaller guys to be early adopters - at least in the alarm industry. Thanks again.

Thanks, Skeeet. It's great to get more input from the trenches of the door knockers wars - and to many in the alarm industry, it has become a war over customers. Fraudulent and deceptive practices are bad enough, but when these folks start pretending to be from your existing alarm company (and that is what's happening now), then it gets pretty rough. Unfortunately the customer is stuck in the middle - and sometimes ends up with two alarm bills. Glad you were smart enough to chose another direction. Local is good, by the way, but just make sure you are getting cellular monitoring and access to the interactive services that make these systems so useful and user-friendly. Many of the local companies have been slow to adopt the latest technologies, like smart wireless video, remote arm/disarm, free mobile apps, text and email event notification, and even remote control of lights, locks, and thermostats. There are some local companies who make it a point of staying current on these offerings, but it's not the norm for the the smaller guys to be early adopters - at least in the alarm industry. Thanks again.

Jennifer - Thanks for your comment. I wish more people had the time to do their research before signing the contract, but the door knockers don't usually don't give you time to do that. It's all about the pressure to get the sale now, and get that system installed right away. But you may be one of the lucky ones: if you did not provide the information for them to bill you, you may have an easier time negotiating out of your contract than most people have. The standard is only three days to change your mind, and then you are stuck. Unfortunately, most alarm companies don't follow FrontPoint's example, which is to provide a 30-day risk-free trial. With FrontPoint, you can return the system for any reason and get a complete refund: just one more thing people like about us.

Jennifer - Thanks for your comment. I wish more people had the time to do their research before signing the contract, but the door knockers don't usually don't give you time to do that. It's all about the pressure to get the sale now, and get that system installed right away. But you may be one of the lucky ones: if you did not provide the information for them to bill you, you may have an easier time negotiating out of your contract than most people have. The standard is only three days to change your mind, and then you are stuck. Unfortunately, most alarm companies don't follow FrontPoint's example, which is to provide a 30-day risk-free trial. With FrontPoint, you can return the system for any reason and get a complete refund: just one more thing people like about us.

Thanks very much for this timely comment. How nice for your mother that you were there at the time, and that you had done your homework. I always think it's great when these pushy reps encounter a house where the residents can see through the hype, as opposed to giving in. And the approach you describe is the classic script that is taught to the thousands of door knockers each spring, before they fan out across the US: I am a marketing representative looking for especially attractive homes, like yours - we just want to put a yard sign in your lawn to advertise our company, and we'll give you a free alarm system in exchange. Sadly, this pitch works all too often, and people end up with a system that they did not necessarily need, want, or understand - and in some cases cannot afford because the monthly fees may be inflated. I read and hear quite a bit of anecdotal evidence that the door knockers are targeting the elderly in particular, and playing on their possible fears to make the sale. Sadly, many older folks are less likely to do Internet research on a company - even if the door knockers gave them time to do this - and it's on the web where one finds most of the news and warnings about the overly aggressive tactics used by many of these alarm salespeople. Thanks again for your comment - and please give us a call if we can help you with your system. We promise to be completely transparent, informative, and consultative - they way alarm company representatives should be!

Thanks very much for this timely comment. How nice for your mother that you were there at the time, and that you had done your homework. I always think it's great when these pushy reps encounter a house where the residents can see through the hype, as opposed to giving in. And the approach you describe is the classic script that is taught to the thousands of door knockers each spring, before they fan out across the US: I am a marketing representative looking for especially attractive homes, like yours - we just want to put a yard sign in your lawn to advertise our company, and we'll give you a free alarm system in exchange. Sadly, this pitch works all too often, and people end up with a system that they did not necessarily need, want, or understand - and in some cases cannot afford because the monthly fees may be inflated. I read and hear quite a bit of anecdotal evidence that the door knockers are targeting the elderly in particular, and playing on their possible fears to make the sale. Sadly, many older folks are less likely to do Internet research on a company - even if the door knockers gave them time to do this - and it's on the web where one finds most of the news and warnings about the overly aggressive tactics used by many of these alarm salespeople. Thanks again for your comment - and please give us a call if we can help you with your system. We promise to be completely transparent, informative, and consultative - they way alarm company representatives should be!

Kevin - Thanks very much for your comment. I am actually glad to hear that you have had a good experience with Vivint - because so much of what hits the news is not good. It is surprising that you can't find more positive reviews, with that many customers - I think that says something about them as well. By the way, the Vivint customer number is well under a million, just to set the record straight! You are right that FrontPoint works with an independent monitoring center for 24 hour response - Rapid Response. In addition to being UL listed and FM approved, Rapid has the highest level of accreditation in the alarm industry: permission to monitor commercial fire alarm systems in the city of New York. I know how hard it is to get that, having put my old company through the process, and it took me two years. In our book, that kind of selectivity means peace of mind. Only a handful of companies have that NYFD permission - and Vivint is not one of them. As for the complaints about door knockers, I do not agree that most of them are about contract length or language. That kind of issue would not result in the lawsuits, fines and government actions in multiple jurisdictions that are based on fraudulent and deceptive practices, licensing violations, "poaching" alarm customers from existing companies, and even preying on the elderly. It's not every salesperson, or every company, but the incidents are not isolated: there are just too many of them. And as for a system you can set up yourself, that happens to be the way the industry is trending. When it's all wireless, including the cellular communication, you don't need a technician. Adding a tech to the equation just adds cost to the consumer - somebody has to pay the salary and vehicle expense. For example, our Ultimate level of monitoring costs $49.99, and includes interactive monitoring, video, and Z-Wave home automation from Alarm.com. Vivint offers essentially the same thing - for $68.99. Over the course of 36 months, that a difference of $684 - that's if you can get Vivint to offer a 36-month contract (it's usually longer). I'll take the savings, please, and the knowledge that I can easily add to the system any time, and even move it with me, and I don't need a stranger in my home at inconvenient times. So, if you are happy with Vivint, good for you - but the consumer speaks very loudly these days, and it's very hard to ignore all our positive reviews - or all their negative ones. And by the way, I could not locate you in our database as a former customer, either by name or by email...

Kevin - Thanks very much for your comment. I am actually glad to hear that you have had a good experience with Vivint - because so much of what hits the news is not good. It is surprising that you can't find more positive reviews, with that many customers - I think that says something about them as well. By the way, the Vivint customer number is well under a million, just to set the record straight! You are right that FrontPoint works with an independent monitoring center for 24 hour response - Rapid Response. In addition to being UL listed and FM approved, Rapid has the highest level of accreditation in the alarm industry: permission to monitor commercial fire alarm systems in the city of New York. I know how hard it is to get that, having put my old company through the process, and it took me two years. In our book, that kind of selectivity means peace of mind. Only a handful of companies have that NYFD permission - and Vivint is not one of them. As for the complaints about door knockers, I do not agree that most of them are about contract length or language. That kind of issue would not result in the lawsuits, fines and government actions in multiple jurisdictions that are based on fraudulent and deceptive practices, licensing violations, "poaching" alarm customers from existing companies, and even preying on the elderly. It's not every salesperson, or every company, but the incidents are not isolated: there are just too many of them. And as for a system you can set up yourself, that happens to be the way the industry is trending. When it's all wireless, including the cellular communication, you don't need a technician. Adding a tech to the equation just adds cost to the consumer - somebody has to pay the salary and vehicle expense. For example, our Ultimate level of monitoring costs $49.99, and includes interactive monitoring, video, and Z-Wave home automation from Alarm.com. Vivint offers essentially the same thing - for $68.99. Over the course of 36 months, that a difference of $684 - that's if you can get Vivint to offer a 36-month contract (it's usually longer). I'll take the savings, please, and the knowledge that I can easily add to the system any time, and even move it with me, and I don't need a stranger in my home at inconvenient times. So, if you are happy with Vivint, good for you - but the consumer speaks very loudly these days, and it's very hard to ignore all our positive reviews - or all their negative ones. And by the way, I could not locate you in our database as a former customer, either by name or by email...

Ms. Kennedy - I am glad that our company (FrontPoint) is not the subject of your complaint, since that is not how we offer our systems. And I am truly sorry to hear that you have had this unpleasant experience with door knockers - and frankly, your comment reminds me once again why I am so happy that FrontPoint does not use this sales method. As I've stated here on many occasions, it's not every door knocking alarm company that is guilty of creating these issues, and certainly not every door knocker, but the situation is getting worse: I've seen more complaints this summer then ever before, some of them involving door knockers claiming to be from an homeowner's existing alarm company just to get into the house. I hope you and others who have had negative experiences with door knockers continue to express your concern and dissatisfaction to the companies themselves. Thanks again.

Ms. Kennedy - I am glad that our company (FrontPoint) is not the subject of your complaint, since that is not how we offer our systems. And I am truly sorry to hear that you have had this unpleasant experience with door knockers - and frankly, your comment reminds me once again why I am so happy that FrontPoint does not use this sales method. As I've stated here on many occasions, it's not every door knocking alarm company that is guilty of creating these issues, and certainly not every door knocker, but the situation is getting worse: I've seen more complaints this summer then ever before, some of them involving door knockers claiming to be from an homeowner's existing alarm company just to get into the house. I hope you and others who have had negative experiences with door knockers continue to express your concern and dissatisfaction to the companies themselves. Thanks again.

Dave - Thanks for your remarkably balanced, informative, and thoughtful comment here. And yes, I make the effort to reply to as many comments as possible - which is pretty all of them that are printable! There is certainly a healthy and spirited debate on the topic of door knocking alarm salespeople. Your experience indicates that the Vivint sales rep was persistent rather than pushy, and the former is certainly preferable to the latter. I am of course concerned about the false approach to the consumer: Vivint is ten years old, not "new" by a long shot, and they have not altered that pitch much over the years. I wish they could just be up front about who they are, and what they are up to, but they seem to feel that this way works better for them. The sad thing is that even if people like the service (and want to pay those high fees), there is often a lingering sense of resentment that the sales rep pulled one over on the customer - and that is too bad. In the long run I don't believe it has helped Vivint's reputation. As they are now for sale (in whole or part), these reputation issues could affect the perceived value of the company. Here are some words I used in a reply to a Vivint fan in a recent comment: "More broadly, and as one can tell from the back and forth in the comments here, the general door knocker debate is impassioned: on one side there are serious proponents of Vivint and other door knocker alarm companies, and on the other are the folks who feel they have been cheated, manipulated, and lied to. I suspect both sides have a valid case to make. While it’s certainly true that more homes are protected now becasue of door knocking, does that mean that the end justifies the means? Is it okay to make fraudulent claims, operate without a license, prey on elders, and steal the customers of other alarm companies? These are all tactics that door knocking alarm companies have been fined and sued for in multiple locations, and it’s pretty easy to find the evidence in government actions and public court records. I for one do not feel that “anything goes” in protecting homes and families – and there seems to be a growing public sentiment that is moving in the same direction." Thanks again for your comment.

Dave - Thanks for your remarkably balanced, informative, and thoughtful comment here. And yes, I make the effort to reply to as many comments as possible - which is pretty all of them that are printable! There is certainly a healthy and spirited debate on the topic of door knocking alarm salespeople. Your experience indicates that the Vivint sales rep was persistent rather than pushy, and the former is certainly preferable to the latter. I am of course concerned about the false approach to the consumer: Vivint is ten years old, not "new" by a long shot, and they have not altered that pitch much over the years. I wish they could just be up front about who they are, and what they are up to, but they seem to feel that this way works better for them. The sad thing is that even if people like the service (and want to pay those high fees), there is often a lingering sense of resentment that the sales rep pulled one over on the customer - and that is too bad. In the long run I don't believe it has helped Vivint's reputation. As they are now for sale (in whole or part), these reputation issues could affect the perceived value of the company. Here are some words I used in a reply to a Vivint fan in a recent comment: "More broadly, and as one can tell from the back and forth in the comments here, the general door knocker debate is impassioned: on one side there are serious proponents of Vivint and other door knocker alarm companies, and on the other are the folks who feel they have been cheated, manipulated, and lied to. I suspect both sides have a valid case to make. While it’s certainly true that more homes are protected now becasue of door knocking, does that mean that the end justifies the means? Is it okay to make fraudulent claims, operate without a license, prey on elders, and steal the customers of other alarm companies? These are all tactics that door knocking alarm companies have been fined and sued for in multiple locations, and it’s pretty easy to find the evidence in government actions and public court records. I for one do not feel that “anything goes” in protecting homes and families – and there seems to be a growing public sentiment that is moving in the same direction." Thanks again for your comment.

Thanks, James, for your comment. I could enter into a spirited debate with you on equipment and service pricing and functionality, but I will let people make up their own minds based on information they can easily find on the FrontPoint website. After all, we have the most transparent offering you can find find on-line, as we tell folks exactly what everything costs up front (Vivint does not). For example, our Ultimate level of monitoring is $49.99, for everything. Vivint's equivalent is $68.99 a month for essentially the same Alarm.com services. It's not quite the picture you paint. More broadly, and as one can tell from the back and forth in the comments here, the general door knocker debate is impassioned: on one side there are serious proponents of Vivint and other door knocker alarm companies, and on the other are the folks who feel they have been cheated, manipulated, and lied to. I suspect both sides have a valid case to make. While it's certainly true that more homes are protected now becasue of door knocking, does that mean that the end justifies the means? Is it okay to make fraudulent claims, operate without a license, prey on elders, and steal the customers of other alarm companies? These are all tactics that door knocking alarm companies have been fined and sued for in multiple locations, and it's pretty easy to find the evidence in government actions and public court records. I for one do not feel that "anything goes" in protecting homes and families - and there seems to be a growing public sentiment that is moving in the same direction. Thanks again for commenting here.

Thanks, James, for your comment. I could enter into a spirited debate with you on equipment and service pricing and functionality, but I will let people make up their own minds based on information they can easily find on the FrontPoint website. After all, we have the most transparent offering you can find find on-line, as we tell folks exactly what everything costs up front (Vivint does not). For example, our Ultimate level of monitoring is $49.99, for everything. Vivint's equivalent is $68.99 a month for essentially the same Alarm.com services. It's not quite the picture you paint. More broadly, and as one can tell from the back and forth in the comments here, the general door knocker debate is impassioned: on one side there are serious proponents of Vivint and other door knocker alarm companies, and on the other are the folks who feel they have been cheated, manipulated, and lied to. I suspect both sides have a valid case to make. While it's certainly true that more homes are protected now becasue of door knocking, does that mean that the end justifies the means? Is it okay to make fraudulent claims, operate without a license, prey on elders, and steal the customers of other alarm companies? These are all tactics that door knocking alarm companies have been fined and sued for in multiple locations, and it's pretty easy to find the evidence in government actions and public court records. I for one do not feel that "anything goes" in protecting homes and families - and there seems to be a growing public sentiment that is moving in the same direction. Thanks again for commenting here.

Eddie - thanks for your comment. Most of the complaints about Vivint (whether at the consumer of governmental level) have to do with high-pressure sales tactics, misrepresentation, and even "poaching" other alarm companies' customers. But you remind me that there are also technical issues, which is not that surprising when you consider that the installers are mostly college kids who were recruited for the summer. There was also a recall on tens of thousands of the alarm control panels that they sell, due to them overheating and possibly catching fire - but otherwise we hear the equipment is pretty solid. It is more a question of whether the technicians can install and program the equipment properly: while it's not rocket science, since the sensors are wireless, there are things you need to know, and good technicians can spend years learning all the tricks. I am not surprised that they are trying to hard to keep you from canceling - it costs a lot to create those "door knocker" accounts, since only about one out of every 100 people approached actually sign up. Hope it works out for you - let us know! Thanks again.

Eddie - thanks for your comment. Most of the complaints about Vivint (whether at the consumer of governmental level) have to do with high-pressure sales tactics, misrepresentation, and even "poaching" other alarm companies' customers. But you remind me that there are also technical issues, which is not that surprising when you consider that the installers are mostly college kids who were recruited for the summer. There was also a recall on tens of thousands of the alarm control panels that they sell, due to them overheating and possibly catching fire - but otherwise we hear the equipment is pretty solid. It is more a question of whether the technicians can install and program the equipment properly: while it's not rocket science, since the sensors are wireless, there are things you need to know, and good technicians can spend years learning all the tricks. I am not surprised that they are trying to hard to keep you from canceling - it costs a lot to create those "door knocker" accounts, since only about one out of every 100 people approached actually sign up. Hope it works out for you - let us know! Thanks again.

Thanks, Leigh Ann, for your very detailed comment here. What a great example of the door knocker approach to home security! I am sad to report that Vivint is not alone in the practices you describe, but as the largest of the "knocker" companies, they are the most high-profile indicator of what upsets a growing number of homeowners. For one thing, it's pretty standard for these companies to install right away - since instant installation "completes" the sale more quickly. You are much less likely to have a system removed after it's installed than you are to cancel a contract within the three-day "cooling off" period required by the Federal Trade Commission for in-home sales. That means people are also less likely (i.e. don't have time) to go on the Internet and check out the company before the installation - so homeowners don't find the complaints until the system is actually on the wall. This door knocker approach is a high-volume, high-pressure, and "big money" approach to providing home security. Providing alarm services should be about peace of mind, but that seems to have been left out of the equation somewhere. It's not clear at this point how much longer these companies will be able to continue this business model: at some point the fines, penalties, lawsuits, and overall resistance of homeowners to high-pressure sales and fraudulent tactics will cause these companies to clean up their act, or risk becoming irrelevant. As I have stated elsewhere, I don't find that this way of doing business is good for the alarm industry. Your story is just one more (excellent) example of why not. Thanks again.

Thanks, Leigh Ann, for your very detailed comment here. What a great example of the door knocker approach to home security! I am sad to report that Vivint is not alone in the practices you describe, but as the largest of the "knocker" companies, they are the most high-profile indicator of what upsets a growing number of homeowners. For one thing, it's pretty standard for these companies to install right away - since instant installation "completes" the sale more quickly. You are much less likely to have a system removed after it's installed than you are to cancel a contract within the three-day "cooling off" period required by the Federal Trade Commission for in-home sales. That means people are also less likely (i.e. don't have time) to go on the Internet and check out the company before the installation - so homeowners don't find the complaints until the system is actually on the wall. This door knocker approach is a high-volume, high-pressure, and "big money" approach to providing home security. Providing alarm services should be about peace of mind, but that seems to have been left out of the equation somewhere. It's not clear at this point how much longer these companies will be able to continue this business model: at some point the fines, penalties, lawsuits, and overall resistance of homeowners to high-pressure sales and fraudulent tactics will cause these companies to clean up their act, or risk becoming irrelevant. As I have stated elsewhere, I don't find that this way of doing business is good for the alarm industry. Your story is just one more (excellent) example of why not. Thanks again.

Angel - Thank very much for your very detailed comment, and I'm sorry that both you and your parents have such negative experiences with that other company. According to many other complaints I have read, you really hit the mail on the head when you referenced a nice salesperson that was not necessarily giving the whole picture. A common concern with the door knockers is that they will say almost anything to get the sale - those high commissions earned by the sales people (and the generous "override" commissions that could be earned by sale managers all the way up the chain of command) must provide a powerful incentive to do whatever it takes to get your signature. It's really frustrating when you trust an alarm company to provide peace of mind - starting with telling you the truth and giving you all the facts - and then it does not turn out that way. If there is anyone you want to trust, it's your alarm company! It's good that you were persistent in trying to get them to fix the system - and even better that you filed a complaint, since sometimes (and especially for these companies) that may be only way to get their attention. There are those in the alarm industry who believe that APX Alarm changed its name to Vivint a couple of years ago in part to "escape" all the bad reviews and customer complaints that were out there. If that is the case, it did not work, since all the BBB complaints transferred to the new company, and word about sales and service problems has gotten around. Lastly, it's not surprising that they fight like the dickens to hold you to that contract. Most alarm companies (FrontPoint included) do have an agreement that commits you to a certain time frame of service, in exchange for significant upfront discounts on equipment. That being said, most alarm companies use a three year initial terms (Vivint often uses a much longer five year initial term), and if there are significant service problems, such as what you and your parents experienced, most alarm companies are smart enough to know when to let you out of your agreement. That's another frequent complaint about these door knockers alarm companies: it may requires an Act of Congress to have them cancel the agreement and give your money back, no matter how bad the problem. Not smart business, I say. Thanks again, and good luck to you and your parents.

Angel - Thank very much for your very detailed comment, and I'm sorry that both you and your parents have such negative experiences with that other company. According to many other complaints I have read, you really hit the mail on the head when you referenced a nice salesperson that was not necessarily giving the whole picture. A common concern with the door knockers is that they will say almost anything to get the sale - those high commissions earned by the sales people (and the generous "override" commissions that could be earned by sale managers all the way up the chain of command) must provide a powerful incentive to do whatever it takes to get your signature. It's really frustrating when you trust an alarm company to provide peace of mind - starting with telling you the truth and giving you all the facts - and then it does not turn out that way. If there is anyone you want to trust, it's your alarm company! It's good that you were persistent in trying to get them to fix the system - and even better that you filed a complaint, since sometimes (and especially for these companies) that may be only way to get their attention. There are those in the alarm industry who believe that APX Alarm changed its name to Vivint a couple of years ago in part to "escape" all the bad reviews and customer complaints that were out there. If that is the case, it did not work, since all the BBB complaints transferred to the new company, and word about sales and service problems has gotten around. Lastly, it's not surprising that they fight like the dickens to hold you to that contract. Most alarm companies (FrontPoint included) do have an agreement that commits you to a certain time frame of service, in exchange for significant upfront discounts on equipment. That being said, most alarm companies use a three year initial terms (Vivint often uses a much longer five year initial term), and if there are significant service problems, such as what you and your parents experienced, most alarm companies are smart enough to know when to let you out of your agreement. That's another frequent complaint about these door knockers alarm companies: it may requires an Act of Congress to have them cancel the agreement and give your money back, no matter how bad the problem. Not smart business, I say. Thanks again, and good luck to you and your parents.

Thanks, Brooker. appreciate the reinforcement!

Thanks, Brooker. appreciate the reinforcement!

Tyler - thanks for your comment. The reason we say that the best customers are the ones looking for a product or service in the first place is that those customers are more likely to keep the system over the long term, and not just becasue they are "required" to do so by a monitoring contract. When you knock on someone's door to sell them a product or service and they were not looking for that product or service not begin with, you may well sell them to begin with, but it may not stick. Door knocking alarm companies have the highest levels of customer cancellation, and one thing they have done is to take the normal contract terms (three years) and extend it to five years, just to hold on to the customer longer. We work with potential customers who were looking online for home security, so our approach involves much less pressure and more much consultation - and we have a much lower rate of cancellation to show for it. It's not that one is right and one is wrong, we just like to do it this way. But another area where you see a stark contrast is in customer review and complaints - and even government actions. It's no secret that Vivint has been involved in lawsuits and paid fines, and the issue range from overly aggressive sales tactics to accusations of fraudulent and deceptive business practices, up to last year. The canned responses such as "It's only a few bad apples" and "That's old news - we are much better now" really don't carry much weight in the face of so much negative press from consumers. We don't "hate on" any alarm company: we just want all the players in this space to act with integrity and behave in a way the reflects well on the industry, instead of creating a bad reputation for alarm companies in general. It's not that hard to do it right, but it takes strong leadership and hard work to build a good company culture that respects the wishes and rights of the consumer - all the time. Thanks again.

Tyler - thanks for your comment. The reason we say that the best customers are the ones looking for a product or service in the first place is that those customers are more likely to keep the system over the long term, and not just becasue they are "required" to do so by a monitoring contract. When you knock on someone's door to sell them a product or service and they were not looking for that product or service not begin with, you may well sell them to begin with, but it may not stick. Door knocking alarm companies have the highest levels of customer cancellation, and one thing they have done is to take the normal contract terms (three years) and extend it to five years, just to hold on to the customer longer. We work with potential customers who were looking online for home security, so our approach involves much less pressure and more much consultation - and we have a much lower rate of cancellation to show for it. It's not that one is right and one is wrong, we just like to do it this way. But another area where you see a stark contrast is in customer review and complaints - and even government actions. It's no secret that Vivint has been involved in lawsuits and paid fines, and the issue range from overly aggressive sales tactics to accusations of fraudulent and deceptive business practices, up to last year. The canned responses such as "It's only a few bad apples" and "That's old news - we are much better now" really don't carry much weight in the face of so much negative press from consumers. We don't "hate on" any alarm company: we just want all the players in this space to act with integrity and behave in a way the reflects well on the industry, instead of creating a bad reputation for alarm companies in general. It's not that hard to do it right, but it takes strong leadership and hard work to build a good company culture that respects the wishes and rights of the consumer - all the time. Thanks again.

Andrew - Thanks very much for your comment. I like the tone of your response, and can state that the point you make is an excellent one: the majority of people selling door-to-door with integrity should not be lumped in with the minority that chooses not to play by the rules. Where I believe an important distinction lies is when a company (and Vivint is only one example, and far from the most egregious in this respect) continues to employ people who knowingly flaunt the accepted behavioral norms of an industry to the extent that states and other jurisdictions start taking action. In my opinion, that is the point where it makes sense to look deeper at the company, and question if the unsavory behavior is "accepted," as opposed to strenuously opposed. Again, and this is my opinion, I don't think there could be so many fines, lawsuits, and government actions unless the culture of the company turns on a blind eye on overly aggressive selling - and in some case, "fraudulent and deceptive practices" (not my words, but the words used by the states who took action). I admire your approach, and your success - and I am sure there are plenty of other reps at Vivint and other door knocking alarm companies who are just as upright as you are. My beef is not with you - but with any company that does not insist on your behavior and code of ethics being the ONLY way that reps are allowed to sell. There is, unfortunately, too much evidence that this has not been the case. Thanks again.

Andrew - Thanks very much for your comment. I like the tone of your response, and can state that the point you make is an excellent one: the majority of people selling door-to-door with integrity should not be lumped in with the minority that chooses not to play by the rules. Where I believe an important distinction lies is when a company (and Vivint is only one example, and far from the most egregious in this respect) continues to employ people who knowingly flaunt the accepted behavioral norms of an industry to the extent that states and other jurisdictions start taking action. In my opinion, that is the point where it makes sense to look deeper at the company, and question if the unsavory behavior is "accepted," as opposed to strenuously opposed. Again, and this is my opinion, I don't think there could be so many fines, lawsuits, and government actions unless the culture of the company turns on a blind eye on overly aggressive selling - and in some case, "fraudulent and deceptive practices" (not my words, but the words used by the states who took action). I admire your approach, and your success - and I am sure there are plenty of other reps at Vivint and other door knocking alarm companies who are just as upright as you are. My beef is not with you - but with any company that does not insist on your behavior and code of ethics being the ONLY way that reps are allowed to sell. There is, unfortunately, too much evidence that this has not been the case. Thanks again.

Thanks, Mr. Wilson for you comment - similar to others posted here from California. The idea that door knockers prey on the elderly is a recurring them in several of the lawsuits and other government actions taken across the US against some of these companies, and the poaching issue is well documented. In fact, we have already heard that poaching may be even worse this summer than it was last year, because the stakes are higher than ever for these companies to sell more systems. Our advice is the same: be very careful when someone comes to your door selling anything, and make sure you have time to research the company before you make a decision. Reading about complaints and bad reviews after it's too late is no fun, and these door knockers apply all kinds of pressure to sell on the spot, and install a system right away. If they can't give you time to consider your purchase - like FrontPoint's 30-day risk-free trial - then that may well be a bad sign. Thanks again.

Thanks, Mr. Wilson for you comment - similar to others posted here from California. The idea that door knockers prey on the elderly is a recurring them in several of the lawsuits and other government actions taken across the US against some of these companies, and the poaching issue is well documented. In fact, we have already heard that poaching may be even worse this summer than it was last year, because the stakes are higher than ever for these companies to sell more systems. Our advice is the same: be very careful when someone comes to your door selling anything, and make sure you have time to research the company before you make a decision. Reading about complaints and bad reviews after it's too late is no fun, and these door knockers apply all kinds of pressure to sell on the spot, and install a system right away. If they can't give you time to consider your purchase - like FrontPoint's 30-day risk-free trial - then that may well be a bad sign. Thanks again.

Thanks, Anonymous/Cronus, for your thoughtful and reasoned comment. Clearly you committed some real time to formulating your thoughts, and I have done the same in responding here. In the first place, please understand that I am a long-time participant in this industry: in fact, I started out at SecurityLink in 1989, before many who sold door-to-door this past summer were even born. In other words, I may not have seen it all... but I've seen most of it. And my previous alarm industry experience includes time at companies that invested a significant amount in selling door-to-door: this sales approach is not new, and will doubtless be around for a long time. What is new is the degree to which door-knocking has evolved into something that has resulted in so many complaints, lawsuits, fines, etc. In fact, numerous BBB offices now report that alarm company complaints, which were never that bad before the Utah-based approach reached significant scale, are now at the top of the pile. This is clearly a bad trend, and it hurts not only the companies creating the complaints, but also the overall reputation of the industry - we may eventually all suffer from door-knocker sins. Now for specifics. Congratulations on your tenure at Vivint, and on your success there. But as for whether there is "spinning" on this blog, I disagree - I think the facts speak clearly for themselves. It's very convenient to claim that the countless door-knocker complaints stem from individuals, and not a specific company: however, when so many individuals are generating the complaints, and there are thousands of unhappy consumers whose appeal to some higher authority has resulted in the significant actions taken by local and state governments across the US, the "rogue" defense fails. I don't have to make this up - it's all a matter of public record. And it's not just Vivint - other companies (Pinnacle being one) are reputedly worse in this regard. Witness their BBB rating of "F" vs. your BBB "C+" as a case in point. My point is that the essence of the door-knocker business model encourages this behavior, and you must agree that the business model is absolutely the responsibility of the company. There is outrageous competition for good door-knocker sales reps, so commissions are too high. Then there is the script, which by widespread reports is intentionally perceived by many as misleading, and the results are predictable. Otherwise, why would a door-knocker salesperson approach homeowners under the guise of a "marketing representative" who is just looking for attractive lawns to place a yard sign, in exchange for a free system? That's only one example of the "script" that is provided by the companies. Why not just tell the truth? And with real pressure on reps to perform, and commissions as high as they are, is it any wonder that door knockers are tempted to poach - so that they increasingly start approaching homes with yard signs of other alarm companies? What do you expect? Then there is the pressure in the home itself: door-knocking reps know that the odds of making the sale once they leave the home are much less, which leads to the legendary hard sell to close the deal right then. That way the homeowner has no chance to shop online, read reviews, or think about the purchase. Your business model begs for some abuse - and you get it. You can establish and print all the "policies and procedures" you want, and that does provide some cover when the complaints do happen, but it's wearing thin: the standard reaction is exactly what you state - that these are just a few bad apples. The point is that the business model incentivizes door-knocker employees to act contrary to those established rules: how else can you explain all the problems? I am also interested to see that employees who lie are disciplined, "often including terminated" when caught. I can personally guarantee you that ANY TIME someone here is caught lying to a customer, especially in the manner we are discussing (fraudulent and deceptive practices), there is no question about termination - they are gone immediately. We don't have a "three strikes" rule at FrontPoint. As for pricing, may I suggest an easy solution? Allow customers to see on the Vivint web site exactly what a configured system costs, combined with exactly what they will pay per month, so they can directly compare. Better yet, allow the homeowner time to make the comparison, by providing a detailed quote and the opportunity to evaluate competitive offers on their own schedule, before they commit. That's what we do, and it works very well for us - as our reputation for consultative and informative selling would indicate. We all know that the average home merits more equipment than industry teaser "three doors and a motion and a fob:" probably the home could use another door or two, another motion and/or a glassbreak, and then there's fire, CO, etc. What does Vivint charge for this additional equipment? More than FrontPoint, I guarantee you. Here are a few examples. Smoke sensor or motion sensor: you charge $120, we charge $64.99. Door/window sensor: you charge $60, we charge $32.99. Glassbreak: you charge $120, we charge $74.99. Garage door sensor: you charge $120, we charge $44.99. And so on. It adds up quickly, and the more equipment the customer wants, the worse it gets with your pricing, and the relatively better it gets with ours. Without knowing what equipment you specified when calling us, it's impossible to make the same comparison you did - but people can easily compare the pricing shown above, and the monitoring fees. Then add the fact that our customers can add any sensors at any time, simply by calling or emailing us, at the same low prices, and with far greater convenience. It is good that your monitoring prices are published, and yes, you are right: for the same full suite of services from Alarm.com we charge $49.99, and you charge $68.99 Speaking of service, I am glad you raised the issue. Not all of the complaints about door-knockers are about how they sell: plenty are about the installation process, or about service after the fact. In the first place, I am glad that you did not present the same young recruits that didn't make the cut as salespeople, and are then pressed into service as installers, as "seasoned veterans" with much technical experience. In fact, just the opposite may be true. It's not uncommon for a door-knocker system to be installed immediately after the sale, giving rise to a greater sense of pressure and urgency sensed by the homeowner. And when a system does not work, how hard is it (and how long does it take) to get the company back to make it right? Perhaps your service record is better than your fellow door-knockers, but the complaint files are full of stories about teams who "moved on" to the next city once they were done saturating a city, and service can be hard to come by. Again, all one has to do is read the complaints and negative reviews all over the web. As for after hours service, all you need to do is let us know you need a call - and that same live person will call you back, 24/7. No difference there. You also forgot two important FrontPoint features: we offer a 30-day risk-free trial, during which the homeowner can return their FrontPoint system for ANY reason for a 100% refund, including return shipping (we already pay the shipping to them). Compare that to the standard door-knocker "three days and we gotcha" policy. Just read the complaints about numerous companies (including yours), when people try to cancel after 72 hours and one minute... Another FrontPoint benefit is the ability to move the system with you, and it's does not cost a dime, or restart our contract (which is only three years to begin with, unless someone wants a one or two year contract for a higher upfront equipment cost - more FrontPoint flexibility). I think you are being somewhat selective in your comparison of companies and business models, but that's okay - this is an open forum. Central station response can be confusing, and unless you can explain exactly how you calculate your alarm response time of 8 seconds, it does not mean much. Is that time from when a signal hits the receiver to when it appears on an operator's screen? Or does the operator have to accept the signal to trigger the end of the measurement period? There are other variables as well, and it's easy to play with these numbers to get the result you want. I'll match our central station response time against yours any time - sounds like they are both great, and not a matter of concern for customers of either company. You may think of yourselves as the "fastest and most reliable" - but that is hardly an industry consensus, or a rating that I have read anywhere. Your last paragraph seems to equate size and quality, among other topics. I think ADT is a pretty good example of the fact that the biggest is not always the best. And as for innovation, it might serve to remember that only one nationwide alarm company has used safer cellular monitoring in every system it has ever sold, or installed smarter interactive services in such a high percentage of systems. FrontPoint leads the industry in both regards, and there are others - such as higher retention and the best online reviews you can find. But perhaps most important is our sense that in a truly great company everyone cares, and everyone counts: it should not be necessary to "break a few eggs to make an omelette," as the saying goes. We expect to have the same sterling reputation and overwhelmingly positive reviews from all sources (not just on our web site!) regardless of how large we are. The "growing pains and rough patches" you refer to are ongoing, as evidenced by a news headline I just saw come through today. I'll leave you with this, since it flies in the face of the standard door-knocker defense that the high levels of complaints and malfeasance are old news. Here's the link: http://www.infozine.com/news/stories/op/storiesView/sid/55291/ Topeka, KS - A Utah home security alarm company has agreed to pay restitution, fines and investigative costs after being accused of violating Kansas consumer protection laws. Vivint, Inc., has issued refunds to 19 Kansas consumers and paid $55,000 in civil penalties and reimbursement of the state’s investigative costs. In addition, the company has agreed to abide by the Kansas Consumer Protection Act in future transactions. The settlement of this case was filed as a consent judgment in Shawnee County District Court. The case against the company resulted from an investigation by the Attorney General’s Consumer Protection Division. “Kansas law regulates the conduct of door-to-door sales to ensure that Kansans who are solicited at their homes are not rushed or pressured into making a purchase,” Kansas Attorney General Derek Schmidt said. “We take seriously our responsibility to enforce the law.” The company was accused of using a variety of deceptive practices while going door-to-door offering to install new home security systems or replace existing systems. The Attorney General’s Office said the salesmen failed to advise the consumers of their rights under the Kansas Consumer Protection Act and did not disclose all costs associated with switching alarm system providers. Kansans are reminded to be wary of door-to-door offers, especially when the salesman is pushing unsolicited goods or services. Consumers should always seek multiple bids and consult reputable, local companies. Any consumers who feel they may be victims of deceptive or illegal business practices are encouraged to file a report with the Attorney General’s Office by calling 1-800-432-2310 or visiting www.ag.ks.gov link.

Thanks, Anonymous/Cronus, for your thoughtful and reasoned comment. Clearly you committed some real time to formulating your thoughts, and I have done the same in responding here. In the first place, please understand that I am a long-time participant in this industry: in fact, I started out at SecurityLink in 1989, before many who sold door-to-door this past summer were even born. In other words, I may not have seen it all... but I've seen most of it. And my previous alarm industry experience includes time at companies that invested a significant amount in selling door-to-door: this sales approach is not new, and will doubtless be around for a long time. What is new is the degree to which door-knocking has evolved into something that has resulted in so many complaints, lawsuits, fines, etc. In fact, numerous BBB offices now report that alarm company complaints, which were never that bad before the Utah-based approach reached significant scale, are now at the top of the pile. This is clearly a bad trend, and it hurts not only the companies creating the complaints, but also the overall reputation of the industry - we may eventually all suffer from door-knocker sins. Now for specifics. Congratulations on your tenure at Vivint, and on your success there. But as for whether there is "spinning" on this blog, I disagree - I think the facts speak clearly for themselves. It's very convenient to claim that the countless door-knocker complaints stem from individuals, and not a specific company: however, when so many individuals are generating the complaints, and there are thousands of unhappy consumers whose appeal to some higher authority has resulted in the significant actions taken by local and state governments across the US, the "rogue" defense fails. I don't have to make this up - it's all a matter of public record. And it's not just Vivint - other companies (Pinnacle being one) are reputedly worse in this regard. Witness their BBB rating of "F" vs. your BBB "C+" as a case in point. My point is that the essence of the door-knocker business model encourages this behavior, and you must agree that the business model is absolutely the responsibility of the company. There is outrageous competition for good door-knocker sales reps, so commissions are too high. Then there is the script, which by widespread reports is intentionally perceived by many as misleading, and the results are predictable. Otherwise, why would a door-knocker salesperson approach homeowners under the guise of a "marketing representative" who is just looking for attractive lawns to place a yard sign, in exchange for a free system? That's only one example of the "script" that is provided by the companies. Why not just tell the truth? And with real pressure on reps to perform, and commissions as high as they are, is it any wonder that door knockers are tempted to poach - so that they increasingly start approaching homes with yard signs of other alarm companies? What do you expect? Then there is the pressure in the home itself: door-knocking reps know that the odds of making the sale once they leave the home are much less, which leads to the legendary hard sell to close the deal right then. That way the homeowner has no chance to shop online, read reviews, or think about the purchase. Your business model begs for some abuse - and you get it. You can establish and print all the "policies and procedures" you want, and that does provide some cover when the complaints do happen, but it's wearing thin: the standard reaction is exactly what you state - that these are just a few bad apples. The point is that the business model incentivizes door-knocker employees to act contrary to those established rules: how else can you explain all the problems? I am also interested to see that employees who lie are disciplined, "often including terminated" when caught. I can personally guarantee you that ANY TIME someone here is caught lying to a customer, especially in the manner we are discussing (fraudulent and deceptive practices), there is no question about termination - they are gone immediately. We don't have a "three strikes" rule at FrontPoint. As for pricing, may I suggest an easy solution? Allow customers to see on the Vivint web site exactly what a configured system costs, combined with exactly what they will pay per month, so they can directly compare. Better yet, allow the homeowner time to make the comparison, by providing a detailed quote and the opportunity to evaluate competitive offers on their own schedule, before they commit. That's what we do, and it works very well for us - as our reputation for consultative and informative selling would indicate. We all know that the average home merits more equipment than industry teaser "three doors and a motion and a fob:" probably the home could use another door or two, another motion and/or a glassbreak, and then there's fire, CO, etc. What does Vivint charge for this additional equipment? More than FrontPoint, I guarantee you. Here are a few examples. Smoke sensor or motion sensor: you charge $120, we charge $64.99. Door/window sensor: you charge $60, we charge $32.99. Glassbreak: you charge $120, we charge $74.99. Garage door sensor: you charge $120, we charge $44.99. And so on. It adds up quickly, and the more equipment the customer wants, the worse it gets with your pricing, and the relatively better it gets with ours. Without knowing what equipment you specified when calling us, it's impossible to make the same comparison you did - but people can easily compare the pricing shown above, and the monitoring fees. Then add the fact that our customers can add any sensors at any time, simply by calling or emailing us, at the same low prices, and with far greater convenience. It is good that your monitoring prices are published, and yes, you are right: for the same full suite of services from Alarm.com we charge $49.99, and you charge $68.99 Speaking of service, I am glad you raised the issue. Not all of the complaints about door-knockers are about how they sell: plenty are about the installation process, or about service after the fact. In the first place, I am glad that you did not present the same young recruits that didn't make the cut as salespeople, and are then pressed into service as installers, as "seasoned veterans" with much technical experience. In fact, just the opposite may be true. It's not uncommon for a door-knocker system to be installed immediately after the sale, giving rise to a greater sense of pressure and urgency sensed by the homeowner. And when a system does not work, how hard is it (and how long does it take) to get the company back to make it right? Perhaps your service record is better than your fellow door-knockers, but the complaint files are full of stories about teams who "moved on" to the next city once they were done saturating a city, and service can be hard to come by. Again, all one has to do is read the complaints and negative reviews all over the web. As for after hours service, all you need to do is let us know you need a call - and that same live person will call you back, 24/7. No difference there. You also forgot two important FrontPoint features: we offer a 30-day risk-free trial, during which the homeowner can return their FrontPoint system for ANY reason for a 100% refund, including return shipping (we already pay the shipping to them). Compare that to the standard door-knocker "three days and we gotcha" policy. Just read the complaints about numerous companies (including yours), when people try to cancel after 72 hours and one minute... Another FrontPoint benefit is the ability to move the system with you, and it's does not cost a dime, or restart our contract (which is only three years to begin with, unless someone wants a one or two year contract for a higher upfront equipment cost - more FrontPoint flexibility). I think you are being somewhat selective in your comparison of companies and business models, but that's okay - this is an open forum. Central station response can be confusing, and unless you can explain exactly how you calculate your alarm response time of 8 seconds, it does not mean much. Is that time from when a signal hits the receiver to when it appears on an operator's screen? Or does the operator have to accept the signal to trigger the end of the measurement period? There are other variables as well, and it's easy to play with these numbers to get the result you want. I'll match our central station response time against yours any time - sounds like they are both great, and not a matter of concern for customers of either company. You may think of yourselves as the "fastest and most reliable" - but that is hardly an industry consensus, or a rating that I have read anywhere. Your last paragraph seems to equate size and quality, among other topics. I think ADT is a pretty good example of the fact that the biggest is not always the best. And as for innovation, it might serve to remember that only one nationwide alarm company has used safer cellular monitoring in every system it has ever sold, or installed smarter interactive services in such a high percentage of systems. FrontPoint leads the industry in both regards, and there are others - such as higher retention and the best online reviews you can find. But perhaps most important is our sense that in a truly great company everyone cares, and everyone counts: it should not be necessary to "break a few eggs to make an omelette," as the saying goes. We expect to have the same sterling reputation and overwhelmingly positive reviews from all sources (not just on our web site!) regardless of how large we are. The "growing pains and rough patches" you refer to are ongoing, as evidenced by a news headline I just saw come through today. I'll leave you with this, since it flies in the face of the standard door-knocker defense that the high levels of complaints and malfeasance are old news. Here's the link: http://www.infozine.com/news/stories/op/storiesView/sid/55291/ Topeka, KS - A Utah home security alarm company has agreed to pay restitution, fines and investigative costs after being accused of violating Kansas consumer protection laws. Vivint, Inc., has issued refunds to 19 Kansas consumers and paid $55,000 in civil penalties and reimbursement of the state’s investigative costs. In addition, the company has agreed to abide by the Kansas Consumer Protection Act in future transactions. The settlement of this case was filed as a consent judgment in Shawnee County District Court. The case against the company resulted from an investigation by the Attorney General’s Consumer Protection Division. “Kansas law regulates the conduct of door-to-door sales to ensure that Kansans who are solicited at their homes are not rushed or pressured into making a purchase,” Kansas Attorney General Derek Schmidt said. “We take seriously our responsibility to enforce the law.” The company was accused of using a variety of deceptive practices while going door-to-door offering to install new home security systems or replace existing systems. The Attorney General’s Office said the salesmen failed to advise the consumers of their rights under the Kansas Consumer Protection Act and did not disclose all costs associated with switching alarm system providers. Kansans are reminded to be wary of door-to-door offers, especially when the salesman is pushing unsolicited goods or services. Consumers should always seek multiple bids and consult reputable, local companies. Any consumers who feel they may be victims of deceptive or illegal business practices are encouraged to file a report with the Attorney General’s Office by calling 1-800-432-2310 or visiting www.ag.ks.gov link.

Don - Thanks for your thoughtful comment. A lot of what I said in my response to Anonymous/Cronus would apply here, so I may borrow some of that - hope you don't mind. In the first place, please understand that I am a long-time participant in this industry: in fact, I started out at SecurityLink in 1989, before many who sold door-to-door this past summer were even born. In other words, I may not have seen it all... but I've seen most of it. And my previous alarm industry experience includes time at companies that invested a significant amount in selling door-to-door: this sales approach is not new, and will doubtless be around for a long time. What is new is the degree to which door-knocking has evolved into something that has resulted in so many complaints, lawsuits, fines, etc. In fact, numerous BBB offices now report that alarm company complaints, which were never that bad before the Utah-based approach took hold, are now at the top of the pile. This is clearly a bad trend, and it hurts not only the companies creating the complaints, but also the overall reputation of the industry: we all suffer from door-knocker sins. I don't think there is anything passive/aggressive about my stance on the "bad" door-knockers vs. FrontPoint. In fact, I think I am pretty out there! You are right that lots of companies door-knock. However, most of them do NOT door-knock the way the hard-core companies do (many of which happen to be based in Utah). If they did, you would see the same level of complaints about pressure, or fraudulent and deceptive practices, and you would see similar government actions with fines and lawsuits by local and state jurisdictions against the other companies. The fact is, you don't see it much about ADT and other others, if at all, because these other companies do a better job of following the rules. ADT actually has 6.4 million customers, although they have been hard pressed to grow beyond that level since their cancellation rate is so high... they have been reporting around 14% for several quarters now, above the industry average. As to what percentage of their new accounts come from door knocking, I'm curious as to your source for that 60% number - and I frankly doubt it is that high. But yes, a chunk of their sales does come from door-knocking, although it's done better. As for what makes FrontPoint different, I ask that you consider the following: 1) We're the only nationwide alarm service provider to use Alarm.com and 100% cellular monitoring in every system we have ever sold. 2) We're the only nationwide alarm service provider to focus on interactive services for almost every customer since day one, resulting in the highest percentage of interactive services in our customer base. 3) We're the only nationwide alarm service provider to offer true plug & play with a more convenient and easily setup system from inception. 4) We have the highest customer retention of any nationwide alarm company - by a wide margin. 5) We have the best online reputation of any nationwide alarm service provider, by an equally wide margin. You are right that there is no secret recipe in our industry. Given that, it's surprising that it's taken so long for an alarm company to actually earn the nationwide reputation for world-class service and support that we have - even if it it a 100% wireless preprogrammed system that is set up up by the homeowner in as little as 30 minutes. And we have a very different experience with our GE equipment than you do - since we test every piece before it goes out - but when we do have an issue, we immediately replace any equipment that requires it. As for ease of setup, you would be very surprised at the range of people who are perfectly happy to setup a FrontPoint system on their own schedule, with no technicians in the home, and then add sensors at any time. They can even move the system with them - we don't charge a dime, we don't restart their contract, and we send them fresh adhesive for the sensors. People love it. Frankly, the reluctance of the alarm industry to appreciate this business model is part of what created the opportunity for FrontPoint to build a large base of subscribers and establish our excellent reputation in the first place. Yes, we do business the right way. You may rest assured that if we ever need on-site technical assistance, we follow the requirements of the jurisdiction (such as NC) - although there is such a large network of authorized GE Security companies, we never have to resort to an electrician. That being said, the FrontPoint setup is so easy that the incidence of needing help with an installation is well under 1% of the time. And as for remote troubleshooting, that is easy with Alarm.com... so easy that in over five years, we have had only "truck roll "for service. Only one! That record speaks for itself. It certainly sounds from the way you describe your business practice that you are indeed one of the good guys - so our congratulations. I respect the ethical and comprehensive approach that you describe, and only wish there were more of it out there. You are right about an educated and happy consumer staying with you - we are the poster child for that approach. The fact is, each summer there is more of the "other' type of behavior. Last summer is generally accepted as the worst year on record for door-knockers trying to "poach" other companies' customers, and word on the street is that this year will be worse. There is just too much money chasing too few new customers, so ethics can go out the window. As for the offer you describe for your company, it's very generous, in my experience. But there is a catch: the real difference may be in what happens when someone wants that extra door. Is is only $32.99? How about a motion - is it only $64.99? Those are the prices we charge. I suspect your prices are roughly twice ours (or more), once you start adding equipment - that is the norm in the industry. And that's because the average home will need more devices than the basic system you describe, and we sell an average of 10-12 devices per home. In my experience the small "teaser" system that many companies offer is just that: but with FrontPoint, the more equipment you purchase, the more you save. That's why we end up costing 1/2 to 2/3 what other companies charge upfront for the average home, and with lower monitoring fees. Yes, there is plenty of business to go around for good companies, and it sounds as if you are doing it right, too. The notion of giving people a choice, providing all the information they need and want, and then letting them make a decision on their own time should not be the exception - it should be the rule. Thanks again.

Don - Thanks for your thoughtful comment. A lot of what I said in my response to Anonymous/Cronus would apply here, so I may borrow some of that - hope you don't mind. In the first place, please understand that I am a long-time participant in this industry: in fact, I started out at SecurityLink in 1989, before many who sold door-to-door this past summer were even born. In other words, I may not have seen it all... but I've seen most of it. And my previous alarm industry experience includes time at companies that invested a significant amount in selling door-to-door: this sales approach is not new, and will doubtless be around for a long time. What is new is the degree to which door-knocking has evolved into something that has resulted in so many complaints, lawsuits, fines, etc. In fact, numerous BBB offices now report that alarm company complaints, which were never that bad before the Utah-based approach took hold, are now at the top of the pile. This is clearly a bad trend, and it hurts not only the companies creating the complaints, but also the overall reputation of the industry: we all suffer from door-knocker sins. I don't think there is anything passive/aggressive about my stance on the "bad" door-knockers vs. FrontPoint. In fact, I think I am pretty out there! You are right that lots of companies door-knock. However, most of them do NOT door-knock the way the hard-core companies do (many of which happen to be based in Utah). If they did, you would see the same level of complaints about pressure, or fraudulent and deceptive practices, and you would see similar government actions with fines and lawsuits by local and state jurisdictions against the other companies. The fact is, you don't see it much about ADT and other others, if at all, because these other companies do a better job of following the rules. ADT actually has 6.4 million customers, although they have been hard pressed to grow beyond that level since their cancellation rate is so high... they have been reporting around 14% for several quarters now, above the industry average. As to what percentage of their new accounts come from door knocking, I'm curious as to your source for that 60% number - and I frankly doubt it is that high. But yes, a chunk of their sales does come from door-knocking, although it's done better. As for what makes FrontPoint different, I ask that you consider the following: 1) We're the only nationwide alarm service provider to use Alarm.com and 100% cellular monitoring in every system we have ever sold. 2) We're the only nationwide alarm service provider to focus on interactive services for almost every customer since day one, resulting in the highest percentage of interactive services in our customer base. 3) We're the only nationwide alarm service provider to offer true plug & play with a more convenient and easily setup system from inception. 4) We have the highest customer retention of any nationwide alarm company - by a wide margin. 5) We have the best online reputation of any nationwide alarm service provider, by an equally wide margin. You are right that there is no secret recipe in our industry. Given that, it's surprising that it's taken so long for an alarm company to actually earn the nationwide reputation for world-class service and support that we have - even if it it a 100% wireless preprogrammed system that is set up up by the homeowner in as little as 30 minutes. And we have a very different experience with our GE equipment than you do - since we test every piece before it goes out - but when we do have an issue, we immediately replace any equipment that requires it. As for ease of setup, you would be very surprised at the range of people who are perfectly happy to setup a FrontPoint system on their own schedule, with no technicians in the home, and then add sensors at any time. They can even move the system with them - we don't charge a dime, we don't restart their contract, and we send them fresh adhesive for the sensors. People love it. Frankly, the reluctance of the alarm industry to appreciate this business model is part of what created the opportunity for FrontPoint to build a large base of subscribers and establish our excellent reputation in the first place. Yes, we do business the right way. You may rest assured that if we ever need on-site technical assistance, we follow the requirements of the jurisdiction (such as NC) - although there is such a large network of authorized GE Security companies, we never have to resort to an electrician. That being said, the FrontPoint setup is so easy that the incidence of needing help with an installation is well under 1% of the time. And as for remote troubleshooting, that is easy with Alarm.com... so easy that in over five years, we have had only "truck roll "for service. Only one! That record speaks for itself. It certainly sounds from the way you describe your business practice that you are indeed one of the good guys - so our congratulations. I respect the ethical and comprehensive approach that you describe, and only wish there were more of it out there. You are right about an educated and happy consumer staying with you - we are the poster child for that approach. The fact is, each summer there is more of the "other' type of behavior. Last summer is generally accepted as the worst year on record for door-knockers trying to "poach" other companies' customers, and word on the street is that this year will be worse. There is just too much money chasing too few new customers, so ethics can go out the window. As for the offer you describe for your company, it's very generous, in my experience. But there is a catch: the real difference may be in what happens when someone wants that extra door. Is is only $32.99? How about a motion - is it only $64.99? Those are the prices we charge. I suspect your prices are roughly twice ours (or more), once you start adding equipment - that is the norm in the industry. And that's because the average home will need more devices than the basic system you describe, and we sell an average of 10-12 devices per home. In my experience the small "teaser" system that many companies offer is just that: but with FrontPoint, the more equipment you purchase, the more you save. That's why we end up costing 1/2 to 2/3 what other companies charge upfront for the average home, and with lower monitoring fees. Yes, there is plenty of business to go around for good companies, and it sounds as if you are doing it right, too. The notion of giving people a choice, providing all the information they need and want, and then letting them make a decision on their own time should not be the exception - it should be the rule. Thanks again.

Thanks, Annoyed, for your comment. You have us scratching our heads on this one, since we only have one office - in McLean, Virginia - and none of them ever leave the office to sell. We also have no employees in Phoenix (or anywhere else other then McLean). Frankly, I'm not sure who it is you could be speaking of. In other situations where people thought that it was FrontPoint in the neighborhood, it turned out to be another company. However, we have been a bit concerned on a couple of occasions since we thought that somebody was pretending to be from FrontPoint when they weren't, for reasons we can only guess at. But please rest assured, we are not door knocking in Phoenix - or anywhere, for that matter. We just don't think it's the right way to build the best alarm company. Thanks again.

Thanks, Annoyed, for your comment. You have us scratching our heads on this one, since we only have one office - in McLean, Virginia - and none of them ever leave the office to sell. We also have no employees in Phoenix (or anywhere else other then McLean). Frankly, I'm not sure who it is you could be speaking of. In other situations where people thought that it was FrontPoint in the neighborhood, it turned out to be another company. However, we have been a bit concerned on a couple of occasions since we thought that somebody was pretending to be from FrontPoint when they weren't, for reasons we can only guess at. But please rest assured, we are not door knocking in Phoenix - or anywhere, for that matter. We just don't think it's the right way to build the best alarm company. Thanks again.

Oh it's not over yet, now they are demanding to know why they are cancelling the system. My boss said they are moving overseas. Yes another person came on the line and asked if they are selling their home. My boss said it is none of their business and hung up on them. Hopefully everything is cancelled now but I highly doubt it.

Kez - Thanks for sharing this experience. Sadly, it just follows too many others we have heard that follow the same script. The door knocker companies fight very hard to keep their customers, in some cases making it extremely difficult to end the relationship - whether right at the beginning if the customer understandably has second thoughts, or at contract renewal. The fact is that these companies have cancellation rates well above the industry average - and that is hardly surprising, since so many of these customers were not looking for home security before someone knocked on the door. It's an aggressive sale, and the offer is seldom extended beyond that initial visit - these companies do now want you checking reviews or shopping their offers, and may in fact have move on to the next city before you make up your mind. and becasue these companies already have problems with cancellations, they make it even even harder to cancel service than it should be, which just means more complaints. It's a vicious cycle, and does not favor the door knocking companies. Thanks again - and I hope your boss successfully got out of the bad situation. This type of experience is, frankly, bad for the overall reputation of our industry. But word is getting out on who the bad companies are...

Oh it's not over yet, now they are demanding to know why they are cancelling the system. My boss said they are moving overseas. Yes another person came on the line and asked if they are selling their home. My boss said it is none of their business and hung up on them. Hopefully everything is cancelled now but I highly doubt it.

Kez - Thanks for sharing this experience. Sadly, it just follows too many others we have heard that follow the same script. The door knocker companies fight very hard to keep their customers, in some cases making it extremely difficult to end the relationship - whether right at the beginning if the customer understandably has second thoughts, or at contract renewal. The fact is that these companies have cancellation rates well above the industry average - and that is hardly surprising, since so many of these customers were not looking for home security before someone knocked on the door. It's an aggressive sale, and the offer is seldom extended beyond that initial visit - these companies do now want you checking reviews or shopping their offers, and may in fact have move on to the next city before you make up your mind. and becasue these companies already have problems with cancellations, they make it even even harder to cancel service than it should be, which just means more complaints. It's a vicious cycle, and does not favor the door knocking companies. Thanks again - and I hope your boss successfully got out of the bad situation. This type of experience is, frankly, bad for the overall reputation of our industry. But word is getting out on who the bad companies are...

Liz - Very sorry to hear about your terrible experiences with that company. Most of the complaints about them are about the sales process (overly aggressive, pushy, even making up stuff that is not true) - but I also see a number of complaints about the system not working the ways it is supposed to. And if you try to cancel with them, look out - they are known for making people feel stuck. Hope this works out for you, and let this be a cautionary tale: never buy anything without doing your homework first, and checking the reviews and reputation of a company. The fact that they don't want you to research them is all you need to know...

Liz - Very sorry to hear about your terrible experiences with that company. Most of the complaints about them are about the sales process (overly aggressive, pushy, even making up stuff that is not true) - but I also see a number of complaints about the system not working the ways it is supposed to. And if you try to cancel with them, look out - they are known for making people feel stuck. Hope this works out for you, and let this be a cautionary tale: never buy anything without doing your homework first, and checking the reviews and reputation of a company. The fact that they don't want you to research them is all you need to know...

Larry - Hate to say it, but we saw this coming: the word is out that this is already shaping up as the most aggressive door knocking season so far - at least for alarm system sales. When there is so much money at stake, starting with the $2 billion that Blackstone Group paid for Vivint, then something has to give - and in this case, it may well be a concern for doing business the right way. We are getting more comments than ever on various posts here and on Facebook about stepped-up door knocker activity - and even more sale pressure being applied. As for those folks offering a 30-day cancellation period, that is the first I have heard of it - and I would bet you a sizable sum that the contract still says 3 days is all you have, before you are stuck for 4 or 5 years. Also, these companies know that when the alarm system gets installed immediately after the sale, homeowners are less likely to exercise their three-day right of rescission (the "cooling off period" required by the Federal Trade Commission with any in-home sale). There are very few alarm companies that actually offer a 30-day risk-free trial period, and FrontPoint's approach is the best when it comes to guaranteeing your satisfaction: we already pay the shipping to you, but if you are not thrilled with your FrontPoint system, or with us, for ANY reason, then you have 30 days from receipt to get back every penny you ever paid us, and we even pay the return shipping. No restocking charge or other "gotcha" items.That's right, every penny. As far as we can tell, this is by far the best risk-free offer in the industry - and it is part of why we have the best reviews and the lowest cancellation rate of any major alarm company in the US.

Larry - Hate to say it, but we saw this coming: the word is out that this is already shaping up as the most aggressive door knocking season so far - at least for alarm system sales. When there is so much money at stake, starting with the $2 billion that Blackstone Group paid for Vivint, then something has to give - and in this case, it may well be a concern for doing business the right way. We are getting more comments than ever on various posts here and on Facebook about stepped-up door knocker activity - and even more sale pressure being applied. As for those folks offering a 30-day cancellation period, that is the first I have heard of it - and I would bet you a sizable sum that the contract still says 3 days is all you have, before you are stuck for 4 or 5 years. Also, these companies know that when the alarm system gets installed immediately after the sale, homeowners are less likely to exercise their three-day right of rescission (the "cooling off period" required by the Federal Trade Commission with any in-home sale). There are very few alarm companies that actually offer a 30-day risk-free trial period, and FrontPoint's approach is the best when it comes to guaranteeing your satisfaction: we already pay the shipping to you, but if you are not thrilled with your FrontPoint system, or with us, for ANY reason, then you have 30 days from receipt to get back every penny you ever paid us, and we even pay the return shipping. No restocking charge or other "gotcha" items.That's right, every penny. As far as we can tell, this is by far the best risk-free offer in the industry - and it is part of why we have the best reviews and the lowest cancellation rate of any major alarm company in the US.

Don't believe them, they are liars and cheaters. If you want or need an alarm system you better call a company that is a reputable company like ADT.

Ted - Thanks very much for your comment. Strong language, indeed, but it happens that the door knockers in the alarm industry have elicited some extremely strong opinion - much of it on the negative side of the scale. Yours is one more story of a person who has a less-than-satisfactory interaction with one of these companies, and you are in good (albeit unhappy) company. Sorry it did not go well with them - and thanks again for sharing.

Ted - Thanks very much for your comment. Strong language, indeed, but it happens that the door knockers in the alarm industry have elicited some extremely strong opinion - much of it on the negative side of the scale. Yours is one more story of a person who has a less-than-satisfactory interaction with one of these companies, and you are in good (albeit unhappy) company. Sorry it did not go well with them - and thanks again for sharing.

Mr. Howard - Thanks very much for your comment here. What you experienced is just one more story from the field, and not a pretty story, I'm sure. You have offered some great advice for those who find themselves in a tough position with that company, and I hope folks will listen to you. Even more important, I hope that people will arm themselves with this kind of information in advance, so they know what to say when they hear that knock on the door, and they open the door to find that persuasive (and often misleading) door knocker selling alarm services. It's our impression that the door knockers are encountering more resistance, which makes them even more aggressive - and that results in even more complaints. It's a downward spiral that is clearly going in the wrong direction for door knocking - especially when done the way you describe. Thanks again for your comment.

Mr. Howard - Thanks very much for your comment here. What you experienced is just one more story from the field, and not a pretty story, I'm sure. You have offered some great advice for those who find themselves in a tough position with that company, and I hope folks will listen to you. Even more important, I hope that people will arm themselves with this kind of information in advance, so they know what to say when they hear that knock on the door, and they open the door to find that persuasive (and often misleading) door knocker selling alarm services. It's our impression that the door knockers are encountering more resistance, which makes them even more aggressive - and that results in even more complaints. It's a downward spiral that is clearly going in the wrong direction for door knocking - especially when done the way you describe. Thanks again for your comment.

Ed - Thanks so much for sharing your story. The word is getting out about how some (but not all) door knockers use pressure, and even fraud and deception, to sell alarms. I am happy to say, it's becoming more of a challenge for these pushy doorknockers to convince homeowners to sign without checking reviews. And of course, when homeowners check out these companies online, like with the BBB, they read about all the complaints and the government actions - and that's that. The harder it gets for these folks, the harder they will push - just creating more complaints. This is a downward spiral for them, and the sooner they mend their ways and sell with complete transparency and integrity, the better it is for this industry, and for consumers. Thanks again.

Ed - Thanks so much for sharing your story. The word is getting out about how some (but not all) door knockers use pressure, and even fraud and deception, to sell alarms. I am happy to say, it's becoming more of a challenge for these pushy doorknockers to convince homeowners to sign without checking reviews. And of course, when homeowners check out these companies online, like with the BBB, they read about all the complaints and the government actions - and that's that. The harder it gets for these folks, the harder they will push - just creating more complaints. This is a downward spiral for them, and the sooner they mend their ways and sell with complete transparency and integrity, the better it is for this industry, and for consumers. Thanks again.

You are most welcome.

You are most welcome.

Robert - thanks for your comment. Actually we DO want our customers to know how the system is monitored, and there is information all over the FrontPoint website that explains that very thing: safer cellular monitoring. And as for how we price our product, it's the most affordable system for both the equipment or the monthly fees that you can find from any reliable nationwide provider. Just check online, and you will see. And while you are at it, just check the reviews for us and the other companies, both good and bad. It's hard to find a negative review on FrontPoint, but you will find tons of great ones. That's becasue we do it better, and people want to share the great news. Thanks again.

Robert - thanks for your comment. Actually we DO want our customers to know how the system is monitored, and there is information all over the FrontPoint website that explains that very thing: safer cellular monitoring. And as for how we price our product, it's the most affordable system for both the equipment or the monthly fees that you can find from any reliable nationwide provider. Just check online, and you will see. And while you are at it, just check the reviews for us and the other companies, both good and bad. It's hard to find a negative review on FrontPoint, but you will find tons of great ones. That's becasue we do it better, and people want to share the great news. Thanks again.

Thanks, Daniel, for your comment. The debate rages over door-knocking to this day, but the customer complaints on these companies (Vivint included) have not abated in the slightest - and nor have the government actions against these companies (just check the BBB site for the facts). And speaking of the BBB, for some curious reason they currently show Vivint with a "Not Rated" designation. We are still trying to decipher that, but it does not sound good. Of Vivint's thousands of BBB-listed complaints over the past 36 months, almost 40% are from the last year alone: that trend does not appear to be moving in the right direction for a company that is supposed to be acting in the best interests of its customers - or building trust as a provider of home security services. What we should be doing is providing peace of mind, not forcing people top worry about whether they are being ripped off. But don't take my word for it - we encourage everyone to read the complaints and reviews of all alarm companies, including FrontPoint, and draw their own conclusions. It doesn't take a lot of research to find out who is doing the right things. And this is probably a good time to remind you of FrontPoint's Core Values: Build Trust, Dream Big, and Be Awesome. If you look at our reviews, it appears we are succeeding. By the way, the JD Power ranking is old news - and I believe long gone. Companies pay a lot of money to advertise that ranking - and when it's no longer advertised, one never knows if the company lost the ranking, or if the payback wasn't there. There are certainly many differences between Vivint and FrontPoint, to be sure, but not necessarily the ones you suggest. Vivint also buys its equipment (from Linear) - and FrontPoint has no technicians because we do not need them: our 100% wireless and cellular systems are easily set up by the subscriber in a short time, with no tools and no mess - and technician in the house, either for installation, or for subsequent service. Lots of people actually prefer that approach - just as they prefer not having an overly aggressive and possibly deceitful sales rep knocking on the door. It is true that we outsource our monitoring - to one of only a handful of monitoring companies that is allowed to monitor commercial fire alarm systems in the five boroughs of New York City. That approval is the highest bar in the alarm industry, as alarm professionals know, and the monitoring company we use is widely regarded as perhaps the best in the business. Having your own monitoring center is no guarantee of quality - and no, Vivint's monitoring center does not have the approval of the New York Fire Department for commercial systems. So it seems you are technically correct on only one outsourcing point - but not in the way you intended. Thanks again for your comment.

Hi Becky, sorry things haven't been up to par. Feel free to contact our Support Team at 1-877-602-5276 at your convenience. We'd love to help sort through your issue and/or resolve your complaint. Let me know if there's anything else I can do to help.

They are wolves in sheep clothing, they prey on senior citizens. They are very pushy and if you give them an inch they will take a mile. I am putting it out here, be very careful with Vivint sales tactics. They came to my house one evening after I got in from work, I was laying down trying to get some rest, when the sales man Konrad knocked on my door, against my better judgement, I got up to see who it was and when he was over, he had installed a system that I couldn't afford to pay for and did not need. You have to be very nasty to Vivint sales people because they will take advantage of you and lie about what they said and didn't say. Don't let them in your house at all. Keep them at bay. Never again will I have them or other salesman in my home again. They got me for 234.99 from my checking account. I was told the amount was going to be about 18.99. They were going to hit my account again but I caught it.

Mesn't to say VIVINT..NOT VIVID

Dude that's how they get you. Yes the equipment is free but the HUGE CATCH is that you are in a 60 month contract that you CANNOT get out of. Btw that whole "we just want to advertise and you have a great location" is literally what every Vivant sales rep says to every customer and it's been that way for 10 years. I should know I managed and office 3 years for them. Decline every time my friend

You guys are the scum of the earth..